scholarly journals Importance and the Zone of Tolerance of Customer Expectations of Fast Food Services

2009 ◽  
Vol 2 (2) ◽  
pp. 56 ◽  
Author(s):  
Domingos Fernandes Campos ◽  
Kleber Cavalcanti Nóbrega
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Fast Food ◽  
Food Services ◽  
Tolerance Zone ◽  
Customer Expectations ◽  
Zone Of Tolerance ◽  
The Relationship

This article analyzes the relationship between the importance of attributes for service quality and the tolerance zone between the desired and the minimum acceptable levels for customer expectations. The empirical study, conducted with 500 students, fast food customers, confirms that, as the importance of attributes increases, the tolerance zone gets closer and higher.

Information Systems Service Quality, Zone of Tolerance, and User Satisfaction

2012 ◽  
Vol 24 (2) ◽  
pp. 50-73 ◽  
Author(s):  
Narasimhaiah Gorla
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service Performance ◽  
Perceived Service Quality ◽  
System Service ◽  
Research User ◽  
Zone Of Tolerance ◽  
Service Expectations ◽  
Service Expectation ◽  
The Relationship

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

scholarly journals Determinants of Customer Satisfaction in Fast Food Industry A Study of Fast Food Restaurants Peshawar Pakistan

2013 ◽  
Vol 6 (21) ◽  
pp. 56-65 ◽  
Author(s):  
Shahzad Khan ◽  
Syed Majid Hussain ◽  
Fahad Yaqoob
Keyword(s):  
Service Quality ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Food Industry ◽  
Success Factors ◽  
Key Factors ◽  
Fast Food Industry ◽  
Customer Expectations ◽  
Fast Food Restaurants ◽  
Number Of Customers

Abstract This research is focused to find what are the key success factors for fast food industry in region of Peshawar Pakistan. Fast food concepts developed very rapidly in last few years in Peshawar region. The failure or success of a fast food industry based on some factors like Promotion, Service quality, Customer expectations, Brand, Physical Environment, Price, and Taste of the product. To find which of these factors has greater influence on consumer satisfaction, four fast food restaurants customers were targeted randomly. These four restaurants were KFC, CHIEF, ARBAIN CHICK, and PIZZA HUT. The data collected from the customers of these restaurants. The data collected from customers of these restaurants when the customers were in restaurants for refreshment. Total number of customers who were targeted was 120. From each restaurant 30 customers were targeted on availability basis. On the basis of their responses multiple regression and correlation test was applied. Findings of the study shows that service quality and brand are the key factors for satisfaction in fast food industry in Peshawar Pakistan.

scholarly journals A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector

2018 ◽  
Vol 25 (6) ◽  
pp. 1935-1955 ◽  
Author(s):  
Usha Ramanathan ◽  
Sandar Win ◽  
Andreas Wien
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Quality Measurement ◽  
Measurement Model ◽  
Content Type ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Financial Services Marketing ◽  
Leasing Company ◽  
The Relationship

Purpose The purpose of this paper is to determine the nature of the relationship between service quality and desired customer behaviours in the leasing market using an appropriate service quality measurement model. The authors take a step further by recognising the possible differences in influence of service quality in private and corporate customers, and those business dealings with low, medium and high lease values. Design/methodology/approach The authors use deduction method to test the SERVQUAL in the German leasing market and the relationship between customer satisfaction and desired behavioural outcomes. The developed questionnaire is based on the 22-item scale of the SERVQUAL approach. Samples are selected based on convenience sampling. Findings The authors found differences in the levels of influence by SERVQUAL dimensions on corporate and private customers as well as among those customers with different leasing contract values. From the regression analyses, it is clear that “assurance” from the leasing company is the most common SERVQUAL dimension that has significant impact on overall service quality perceptions and obtaining customers satisfaction and loyalty (behavioural outcomes). Originality/value The authors recognised that all financial services are not created equally to meet customer demands. Hence, the customer expectations of service quality from these services will be different. The authors contributed to the marketing literature by studying customer perceptions of service quality by specifying financing aspects of financial services, i.e. leasing. The authors further contributed to the literature of SERVQUAL model in financial services by dividing customers into two different types of customers and those with diverse leasing contract values. The authors found that priorities given on service quality dimensions by them are different. These concepts were never considered in the literature. This also implies that future studies on financial services marketing need to recognise such differences in the research.

scholarly journals Service quality and its relationship with customer satisfaction

2013 ◽  
Vol 1 (4) ◽  
pp. 526-531
Author(s):  
Wong Eng How ◽  
Shahryar Sorooshian
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Level Of Service ◽  
Fast Food Restaurant ◽  
Five Dimensions ◽  
Positive Correlation ◽  
Fast Food Restaurants ◽  
The Relationship

Nowadays, fast food restaurant grows very fast globally. This research is about study of customer satisfaction in the fast food restaurants. It aims to investigate the relationship between service quality and customer satisfaction. This study is using SERVPERF five dimensions to measure the level of service quality. By applying theservice dimensions responsiveness, reliability and tangible in service quality, the level of customer satisfaction become higher. So, there is a positive correlation between service quality and customer satisfaction.

scholarly journals The influence of outsourcing activities on the perception of service quality. An empirical study based on online reviews by hotel customers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tomás F. Espino-Rodríguez ◽  
Manuel Rodríguez-Díaz
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Online Reviews ◽  
Negative Influence ◽  
Performance Measure ◽  
Content Type ◽  
Online Customer Reviews ◽  
Online Reputation ◽  
The Impact ◽  
The Relationship

Purpose This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews. Design/methodology/approach Three models were developed, considering three important online tourism reputation websites, to establish the relationship between the outsourcing of hotel activities and service quality. Findings The results show that in the three databases, hotel outsourcing has a negative influence on online reputation. A higher level of outsourcing reduces service quality, the percentage of recommendations and the value perceived by customers who carry out online reviews of these hotels. In addition, different models were established for each type of department. Originality/value To the best of the authors’ knowledge, this paper presents the first empirical study to analyse the relationship between the impact of process outsourcing and customers’ online reviews. It is also the first empirical research to consider the relationship between outsourcing and ratings by hotel end-customers as a performance measure.

scholarly journals Customer Satisfaction and Repurchase Decision: Evidence from Fast Food Restaurants

2021 ◽  
Vol 65 (3) ◽  
pp. 309-329
Author(s):  
Oghenenyerhovwo Inoni ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Fast Food ◽  
Purchase Decision ◽  
Direct Influence ◽  
Fast Food Restaurants ◽  
The Impact ◽  
The Relationship

Service quality is a major determinant of customer satisfaction and consequently a repurchase decision in the fast food restaurants’ (FFRs) industry. Nevertheless, prompt and efficient services alone may not guarantee a restaurant a place in today’s hyper- competitive marketplace. Therefore, this study was conceived to examine the impact of food quality (FQ), service quality (SQ), perceived value (PV) and restaurant environment (RE) on customer re-purchase decision, mediated by customer satisfaction (CS). Data for the study were obtained from a sample of 320 consumers drawn from 12 FFRs in three major towns in Delta State, Nigeria. Multiple and hierarchical regressions were used to analyse the data generated. The findings indicated that FQ, SQ, PV and RE exerted positive and significant effects on CS and re-purchase decision. The results also showed that CS fully mediated the relationship between SQ and repurchase decision, but the meditational influence was only partially for FQ, PV and RE; implying that FQ, PV and RE have their own direct influence on RPD besides through SQ. Given the impact of FQ, SQ, PV and RE on CS and repurchase decision, restaurants’ managers need to continually improve on the quality of their services, environment and offerings to sustain the patronage of their clients in order to survive in today’s hyper-competitive marketplace.

Analysis of The Relationship Between Customer Satisfaction and Service Quality of a Pet Shop in Depok, East Java

2020 ◽  
Vol 22 (2) ◽  
pp. 220-237
Author(s):  
Eunike Riahta Tarigan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Research Data ◽  
Service Performance ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Customer Expectation ◽  
The Relationship

Abstract: In this research, the analysis gaps of customer expectation towardservice quality of a pet shop business in Depok, East Java, Indonesia by usingParasuraman’s SERVQUAL scale was investigated. The results indicatedthat all five dimensions of SERVQUAL had gaps in expectations andperformance while Reliability, Responsiveness, Assurance and Empathysignificantly gave positive gap scores (P>E). It can lead to satisfaction tocustomers, while Tangible gave a negative gap score (P<E) that affected adissatisfaction; and the customer expectations and the service performancesof the pet shop were exceeding customer expectations (P>E). Overallaverage SERVQUAL gap score was indicating satisfaction to customers. Asa quantitative research, data were collected from 50 respondents of the petshop’s customers using a questionnaire and was analyzed using SPSS. Thisresearch becomes a good input from its customers which opened anopportunity for the pet shop management to improve its businessperformance in the future.Keywords: service quality, customer expectation, service performance, petshop.

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