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PurposeCultivating customer loyalty is extremely crucial for fast-food players to remain competitive in the industry. This research is discovering the path to cultivate customer loyalty through experience that is built based on auditory, gustatory, haptic, olfactory and visual cues.Design/methodology/approachQuantitative research has been conducted by distributing survey questionnaires to customers at selected fast-food restaurants in urban areas. The collected data has been analyzed by descriptive and structural equation modeling analysis.FindingsThe customers' loyalty to fast food can be cultivated through gustatory, haptic and olfactory cues. However, auditory and visual are not functioning as marketing cues to cultivate customer loyalty.Practical implicationsThe fast-food players may emphasize gustatory, haptic and olfactory marketing cues to cultivate customer loyalty. These cues can be shared through experience.Originality/valueThis study has discovered the potential ways to cultivate customer loyalty in dining at fast-food restaurants within the Malaysian market.

PurposeThe purpose of this paper is to examine the influence of service quality, customer's satisfaction and religiosity on customer's patronage decision toward health insurance products. The paper also assesses the influence of religiosity on customer's patronage decision. The influence of customers' satisfaction as mediation between service quality and customer's patronage decision was also measured.Design/methodology/approachA structured questionnaire was developed and administered to a sample of 200 respondents. This research applied the exploratory factor analysis, the confirmatory factor analysis and the structural equation modeling to test the proposed hypotheses.FindingsThe findings indicate that customers' religiosity behavior has a significant influence on customer's patronage decision for selecting health insurance products. The results also indicated that the role of customer's satisfaction as a mediator in between the relationship of service quality and customer's patronage decision is significant.Research limitations/implicationsThis research is a cross-sectional study consisting of 200 respondents. In addition, the elements of the sample were Malaysian customers using health insurance products and services.Practical implicationsThis study suggests that customers of health insurance products are more concerned with perceived service quality and perceived satisfaction. The role of religiosity also plays a dominant role. As a result, managers of the health insurance service providers need to focus more on benefits of service varieties centered toward their target customers in order to gain higher patronage decision of health insurance products.Originality/valueThe study sought to address the gap of religiosity aspects in health insurance products through intensive literature and offer a conceptual framework that tested service quality, customer's satisfaction and religiosity in one integrated model under the perspective of health insurance industry. More importantly, it also examines the influence of religiosity on patronage behavior, thus shedding insights into the opportunities for understanding consumers in detail.