Developing a cause and effect model of factors influencing fast food restaurants' service quality using DEMATEL

2015 ◽  
Vol 20 (1) ◽  
pp. 21 ◽  
Author(s):  
Pei Ling Hsieh ◽  
Tsu Ming Yeh
Keyword(s):  
Service Quality ◽  
Fast Food ◽  
Cause And Effect ◽  
Factors Influencing ◽  
Effect Model ◽  
Fast Food Restaurants

scholarly journals Understanding customer satisfaction in the UK quick service restaurant industry

2018 ◽  
Vol 120 (6) ◽  
pp. 1207-1222 ◽  
Author(s):  
Quang Nguyen ◽  
Tahir M. Nisar ◽  
Dan Knox ◽  
Guru Prakash Prabhakar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Content Type ◽  
Five Dimensions ◽  
Fast Food Restaurants ◽  
Food Market ◽  
The Uk ◽  
Quick Service ◽  
The Impact

Purpose The purpose of this paper is to examine the impact of the five dimensions of service quality on customer satisfaction in the UK fast food market and to indicate which factors among the five dimensions have a main role in driving overall customer satisfaction. Design/methodology/approach Primary data in the form of 147 questionnaire responses were been collected from a variety of quick service fast food restaurants in the UK. Likert seven-point rating scales were used to structure the questionnaire. Data were collected from the customers at two KFC restaurants, two McDonald’s restaurants, and one Burger King Restaurant. Findings The results of the analysis indicate that tangibles, responsiveness and assurance play the most important role in driving customer satisfaction in the UK fast food industry, followed by reliability and empathy. Results of correlation and regression analysis show that physical attributes (tangible) of service quality are key to customer satisfaction. In a nutshell, the tangibles variable is the most important factor driving customer satisfaction in the context of the UK fast food market. Originality/value This research incorporates unique and original insights in relation to the British fast food restaurants market and the results constitute novel findings pertaining to the importance of physical facilities and attributes. This account of the relative importance of service quality dimensions in fast food restaurants in the UK adds value to the field. The findings of this research have contributed to a better understanding of the main factors that influence service quality and customer satisfaction and have implications from a managerial point of view in the highly competitive UK fast food and wider foodservice industry.

Service quality in the USA and mainland China's fast-food restaurants

2009 ◽  
Vol 5 (4) ◽  
pp. 291 ◽  
Author(s):  
Hong Qin ◽  
Victor R. Prybutok ◽  
Daniel A. Peak
Keyword(s):  
Service Quality ◽  
Fast Food ◽  
The Usa ◽  
Fast Food Restaurants

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 Service Quality Dimensions as Correlates of Customer Satisfaction and Behavioral Intentions: The Case of Fast Food Restaurants in Subang Jaya, Selangor, Malaysia

2019 ◽  
pp. 1-10
Author(s):  
Gudelia C. Saporna ◽  
Ryan A. Claveria
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Food Prices ◽  
Correlational Research ◽  
Fast Food Restaurants ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Quality Of Food

Service quality is the key to a successful restaurant. When customers are satisfied with the services offered, the likelihood of customers returning to the restaurant is high. The quality of food, prices and the service itself seem to be the salient factors for customers to dine in. Thus, identifying which factor in the service quality dimensions is most important for the customer is primarily the focus of this paper. In this study, the researchers made use of descriptive correlational research design utilising 250 local and 250 international students in Malaysia as subjects. Convenience sampling was used in the selection of respondents. The study shows that customers have satisfactory perceptions on the prices and quality of food served by fast food restaurants in Malaysia. Further, results indicate that cleanliness is the most important predictor of customer satisfaction. It was found out also that ambience and food greatly influenced the behavioural intentions of the respondents. Lastly, the study shows also that no significant differences were seen in the customers' perceptions and satisfaction on the service quality.

Using lean manufacturing as service quality benchmark evaluation measure

2016 ◽  
Vol 7 (1) ◽  
pp. 25-34 ◽  
Author(s):  
Abdelhakim Abdelhadi
Keyword(s):  
Service Quality ◽  
Service Time ◽  
Fast Food ◽  
Relative Efficiency ◽  
Lean Manufacturing ◽  
Content Type ◽  
Takt Time ◽  
Fast Food Restaurants ◽  
Evaluation Measure ◽  
Benchmark Evaluation

Purpose – A lean manufacturing metric called Takt time is used as a benchmark evaluation measure to evaluate service quality at fast food restaurants. The metric is applied to find the relative efficiency between three fast food restaurants belonging to different chains. The purpose of this paper is to help guide management through ways to improve customer service and increase performance. Design/methodology/approach – The customer lead time (the time taken by a customer from arrival at the service queue until their order is fulfilled) is the focus of this study. Takt time is used to find the relative efficiency of service time between three fast food restaurants. Findings – It is shown that Takt time can be used effectively to measure the level of efficiency of the services provided. It measures the relative efficiency and identifies bottlenecks among different entities providing the same services. Practical implications – The results can be used as a guide to rank the efficiency of the length of service time of different entities by taking the whole system into consideration rather than just measuring and comparing the service time itself between the entities. The results show the effectiveness of using lean manufacturing practices in pinpointing the relative inefficiencies between different service provider facilities. Originality/value – This research presents a procedure to measure relative efficiency between different service providers to enhance their services. It can be applied to any service management systems that deal directly with walk-in customers.

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