WHAT ARE THE FACTORS THAT MOST AFFECT SERVICE QUALITY IN FAST-FOOD RESTAURANTS?
Journal Title: Proceedings on Engineering Sciences - Year 2020, Vol 2, Issue 4
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".
Authors and Affiliations
André Luís Policani Freitas, Juliana Damaris Candido de Lima
Keywords
Related Articles
- EP ID EP690459
- DOI 10.24874/PES0204.009
- Views 176
- Downloads 0
SYSTEMATIC INVENTIVE THINKING (SIT): A METHOD FOR INNOVATIVE PROBLEM SOLVING AND NEW PRODUCT DEVELOPMENT
In the era of globalization and rapid technological changes, companies are required to develop new products and services frequently in order to maintain their position in the competitive market. Globalization is bringing...
AN INNOVATIVE APPROACH OF INTEGRATING SERVICE QUALITY, EMPLOYEE LOYALTY AND PROFITABILITY WITH SERVICE PROFIT CHAIN IN TELECOM SERVICE INDUSTRY: AN EMPIRICAL VALIDATION
A research project was commissioned to study the influence and importance of service quality, employee loyalty, and profitability with service profit chain (SPC) model in telecom service industry in Oman. A questionnaire...
DEPLOYING BACKGROUND SUBTRACTION APPROACH FOR TRACKING AND DETECTING MOVING OBJECTS
This paper illustrates the deployment of the background subtraction (BGS) approach in detecting and tracking the targeted moving objects (MOs). Through the BGS method, there is a potential of cost-saving because the proc...
ANALYSIS OF THE OVERALL EQUIPMENT EFFECTIVENESS TO MINIMIZE SIX BIG LOSSES OF COOKIE CAPPER MACHINE-A CASE STUDY IN MANUFACTURING INDUSTRY
Overall Equipment Effectiveness (OEE) is a method of measuring the effectiveness of the use of equipment. This method is known as an application of a Total Productive Maintenance (TPM) program. The ability to clearly ide...
PRODUCTIVITY IMPROVEMENT BY USING WORK MEASUREMENT METHOD CASE OF ETHIOPIAN LASTING AND FINISHING SECTION OF SHOE FACTORY
Industrial development strategy of Ethiopia is depend on labor intensive industrialization systems. Shoe factories one types of textiles factories which participate on economic of the country, but it not generate high pr...