WHAT ARE THE FACTORS THAT MOST AFFECT SERVICE QUALITY IN FAST-FOOD RESTAURANTS?
Journal: Proceedings on Engineering Sciences (Vol.2, No. 4)Publication Date: 2020-12-31
Authors : André Luís Policani Freitas Juliana Damaris Candido de Lima;
Page : 419-430
Keywords : Service quality management; Fast-food restaurants; Servicescapes; Customer satisfaction; Customer behavior;
Abstract
This paper aims to identify the factors that most affect service quality in fast-food restaurants (FFR) from the Brazilian customers' perspective. Factor analysis was used to verify the items of the DINESERV scale. Cronbach's α and item-total correlations were used to measure the reliability of the questionnaire; linear regression was conducted to identify the factors that most affect the service quality and, Quartiles analysis was used to determine the most critical items in service provision. The study was conducted at eight FFRs located in malls. Reliability, physical facilities and empathy are the factors that most affect the service quality. The most critical items are related to empathy, i.e., the employees need to be more sympathetic, sensitive and interested in anticipating the customers' needs and wants. The necessity of improvement of service quality on empathy issues confirms the challenge of FFRs in making services "warmer".
Other Latest Articles
- INFLUENCE OF OFFICE FACILITIES AND WORK PLACE ENVIRONMENT ON STAFFS' PRODUCTIVITY IN THE UNIVERSITY SYSTEM
- ASSESSMENT OF THE PHYSICAL, MECHANICAL AND WEAR PROPERTIES OF GRASS-CUTTER (THRYONOMYS SWINDERIANUS) KERATINOUS HAIR FIBER BASED POLYPROPYLENE COMPOSITES
- THEORETICAL STUDY OF HYDROMAGNETIC SQUEEZE FILM ROUGH TRUNCATED CONICAL PLATES WITH KOZENY-CARMAN MODEL BASED POROUS STRUCTURE
- HAZARDS IDENTIFICATION & RISKS ASSESSMENT FOR HIGH-RISE BUILDING CONSTRUCTION BY FAILURE MODE AND EFFECTS ANALYSIS [FMEA] & PREVENTED BY OH&S MANAGEMENT SYSTEM
- ANALYSIS OF THE OVERALL EQUIPMENT EFFECTIVENESS TO MINIMIZE SIX BIG LOSSES OF COOKIE CAPPER MACHINE-A CASE STUDY IN MANUFACTURING INDUSTRY
Last modified: 2020-12-06 02:16:02