scholarly journals Employees Ethical Behaviour and its Effect on Customer Satisfaction and Retention: An Empirical Study on Multinational Fast Food Restaurants in Malaysia

2015 ◽  
Vol 4 (2) ◽  
pp. 1-15
Author(s):  
Rachel Basnayake ◽  
◽  
Zubair Hassan
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Fast Food ◽  
Ethical Behaviour ◽  
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.

scholarly journals The measurement of consumer satisfaction with selected elements of the total retail experience: An exploratory study of fast food and supermarket retailers

2001 ◽  
Vol 4 (1) ◽  
pp. 99-117
Author(s):  
N. S. Terblanche ◽  
C. Boshoff
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Shopping Experience ◽  
Fast Food Restaurants ◽  
The Individual ◽  
Retail Shopping ◽  
The Impact ◽  
The Relationship

Although attempts have been made to identify some of the dimensions of retail shopping experience, these have been largely fragmented and uncoordinated. No attempt has yet been made to combine the efforts of many retailing students into a comprehensive model that accurately describes the total retailing experience. Also, very little is known about the relationship between the individual dimensions of retail shopping and customer satisfaction. This study attempts to reduce this gap in South African retailing literature by, first modelling the total retailing experience and, then, assessing the influence of selected individual retailing dimensions on customer satisfaction. It also investigates whether the impact of these dimensions of the retailing experience differs between fast food restaurants and supermarket retailers. The empirical results suggest a fairly consistent pattern of relationships between fast food restaurants and supermarkets.

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.

scholarly journals ANALISIS PERBAIKAN KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN PELANGGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (STUDI KASUS CAFE XYZ RAWALUMBU)

2020 ◽  
Vol 1 (2) ◽  
pp. 89-100
Author(s):  
Chusnul Chotimah ◽  
Alloysius Vendhi Prasmoro ◽  
Denny Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Quality Function Deployment ◽  
House Of Quality ◽  
Quality Function ◽  
Technical Requirements ◽  
The Matrix ◽  
Fast Food Restaurants ◽  
Voice Of Customer

ABSTRACT Culinary business in Bekasi is growing more and more, both cafes or other fast food restaurants. This encourages entrepreneurs, investors to do culinary business. One of the fast food culinary businesses is the XYZ cafe. This study discusses the analysis of service quality in XYZ cafe about voice of customers to increase customer satisfaction at XYZ cafe. The purpose of this study is to determine the priority scale to increase the customers satisfaction based on the voice of customer and know what technical requirements should be given by cafe XYZ to does what customers need . The method used is the QFD, using the matrix house of quality. The results of this study are 15 Voice OF customer attributes that have also been sorted by priority scale of improvement, with the first priority being the taste of delicious and fresh and there are 8 attributes of technical requirements. Keywords: Service Quality, Voice of Customer, customer satisfaction, Quality Function Deployment (QFD), House of Quality

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.

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