Service Quality And Customer Satisfaction Of Chain Restaurants In Selected Cities Of Gujarat

Masterarbeit aus dem Jahr 2013 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Lovely Professional University, Punjab, Sprache: Deutsch, Abstract: Prior research has shown that customer satisfaction is the most important means for fast food restaurant. The main objectives of the study were to enhance the fast food service quality impact on overall customer satisfaction, to study purchaser behavior towards fast food places, to identify various key factors used by clients in the selection of fast food restaurants; and to analyze the particular differences/similarities in critical factors deemed by consumers for the selection of fast food restaurants. Our objective should be to look into the particular crucial elements that really help to determine the expectations which buyers have regarding the fast food market and his or her perceptions of good quality through experience. The organizations under study were Pizza Hut, Hardees, KFC, McDonald's and Subway located in Lahore, Pakistan. An extensive review of the literature was carried out by reviewing research studies, books, site pages and journals etc. On the basis of that literature review and its inferences, a questionnaire was developed which was needed for this quantitative type of research. The data was collected from the customer of these restaurants. A sample of 407 customers was selected randomly. Data was compiled and statistically analyzed using SPSS and Microsoft Excel. On the basis of their responses correlation test and analysis of variance (ANOVA) was applied through IBM SPSS. Results of each question were thoroughly analyzed and discussed by the researcher. Graphical representation of all the data has been shown. Conclusions of the study include the strengths of the organization as well as a few deficiencies in performance. Recommendations have been made for fast food restaurants to overcome those deficiencies for enhancing performance through statistical tec

Purpose: Over time, fast food restaurants have been growing rapidly, especially in urban neighbourhoods. Fast food outlets have become popular with consumers for several reasons. One is that through economies of scale in purchasing and producing food, these companies can deliver food to consumers at a very low cost. In addition, although some people dislike fast food for its predictability, it can be reassuring to a hungry person in a hurry or far from home. The fast food industry in India has evolved with the changing lifestyles of the young Indian population. Over a period of time, a number of national and international chains have evolved in India. Service quality, in fact, is assessment of how delivered service conforms to client expectations. The customers perspective on various dimensions of service quality factors like service ambience, service competencies, service reliability, service promptness etc are ascertained and analyzed in this paper. The study assumes a greater importance as the players chosen for the study represent highly esteemed national and international fast food chains.Objectives: The present study makes an attempt to analyze and compare the service quality of selected Indian and International fast food chains by garnering the views of the customers pertaining to their perception about the services being rendered to them.Research type: Empirical.Research methodology: The present study is an empirical study based on primary data. The primary data has been collected with the help of a structured questionnaire addressed to a random sample of 200 respondents in Karnal city. Findings: There exists a significant difference in the perceptions of customers regarding the service quality of national and international fast food chains in India.Practical Implications: The administrative wing of the fast food chains should start viewing service quality from the customers' perspective and make necessary changes in their service quality endeavors.

Food Service Industry is one of the fast growing service sectors. This may be attributed to the fact that food is basic to man's survival. Together with water, air and sleep and shelter, food is fundamental component of the physiological needs of man in Maslow's hierarchy of needs. Some of the social factors also contribute to the growth of the food service business. These are pressured lifestyle, two-income family and increasing number of single people (Mill, 2002). The study aims to assess the relationship of service quality and satisfaction of customers of selected restaurants in Metro Manila which charges a compulsory charge for service, such as 10 percent of the amount of the bill, imposed on a customer. The research utilized the descriptive research design combining qualitative research technique specifically, the Focus Group Discussion (FGD) and a quantitative research technique, the Survey Method. A total of 192 respondents comprised the research sample that are customers of the four selected restaurants between 18 to 60 years old, and are representing a wide range of demographic characteristics.

It is an undisputed fact that the cost of Customer Retention is far lesser than that of acquiring fresh ones. Customer satisfaction is undoubtedly one of the strong factors ensuring customer retention. Several researches have been done in the past to identify factors influencing customer satisfaction and in turn leading to customer retention. With changing perceptions, preferences and markets, we find a need to reinvestigate what are the key factors of customer satisfaction affecting customer retention in Malaysian fast food industry. Product quality, service quality, prices, facility and emotional factor are selected as factors of customer satisfaction (independent variables) based on extensive literature review. The research uses primary data collected from 180 Malaysian fast food customers using a multi-factor questionnaire with a Likert-scale from 1 to 5. To ensure reliability and validity the questionnaire was checked by Cronbach's Alpha and principal components analysis was carried out. Correlation and regression analysis is conducted using SPSS 21 to identify influence and impact of selected factors on customer retention. Descriptive statistics show that the most significant key factor of customer satisfaction is emotional factor followed by store facility, service quality and prices and the lease poor is product quality. Emotional factor and facility plays important role in customer satisfaction that ensures customer retention in Malaysian fast food industry.

Master's Thesis from the year 2016 in the subject Sociology - Consumption and Advertising, Iqra University, course: Marketing, language: English, abstract: The purpose of this research is to investigate the consumer preferences for the fast food restaurants by using modified DINESERV. The research is done in Karachi to target those who visit fast food restaurants. The variables used for this research are; consumer preference as a dependent variable and independent variables are DINESERV (Tangible, Reliability, Responsiveness, Assurance and Empathy) and Price. Sample data were conveniently collected from different fast food restaurants. Out of 330 respondents, 24 were outliers and 306 sample size is considered data from respondents. Factor analysis and multiple regression technique are used to achieve the objective. Results show that DINESERV subset Tangible, Reliability, Responsiveness and Price are the most significant variables among all.

Emerging Markets and the Global Economy investigates analytical techniques suited to emerging market economies, which are typically prone to policy shocks. Despite the large body of emerging market finance literature, their underlying dynamics and interactions with other economies remain challenging and mysterious because standard financial models measure them imprecisely. Describing the linkages between emerging and developed markets, this collection systematically explores several crucial issues in asset valuation and risk management. Contributors present new theoretical constructions and empirical methods for handling cross-country volatility and sudden regime shifts. Usually attractive for investors because of the superior growth they can deliver, emerging markets can have a low correlation with developed markets. This collection advances your knowledge about their inherent characteristics. Foreword by Ali M. Kutan Concentrates on post-crisis roles of emerging markets in the global economy Reports on key theoretical and technical developments in emerging financial markets Forecasts future developments in linkages among developed and emerging economies

This is a study about perceptions of well-being. Its purpose is to investigate how these perceptions are organized in the minds of different groups of American adults, to find valid and efficient ways of measuring these percep tions, to suggest ways these measurement methods could be implemented to yield a series of social indicators, and to provide some initial readings on these indicators; i.e., some information about the levels of well-being perceived by Americans. The findings are based on data from more than five thousand Americans and include results from four separate representative samplings of the American population. One of the ways our research is unusual is that it includes a major methodological component. Typical surveys involve a modest effort at instru ment development, the application of the instrument to a group of respondents, and an analysis of the resulting data that mainly describes the people studied. Our work, however, was implemented in a series of sequential cycles, each of which consisted of conceptual development, instrument design, data collection, analysis, and interpretation. Ideas and findings generated in prior cycles affected the design of subsequent cycles.