Assessment of Service Quality in the Fast-Food Restaurant

• Published in: Journal of Foodservice Business Research
• Main Author: 2-s2.0-84939599741
• Format: Article
• Language: English
• Published: Routledge 2015
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-84939599741&doi=10.1080%2f15378020.2015.1068673&partnerID=40&md5=1a97c2211576ccff887cd54fc303a9c1

The purpose of this study is to enhance an understanding of service quality in fast-food restaurants by developing a conceptual framework and measurement scale. Based on an extensive literature review, qualitative and empirical research, a multi-dimensional and hierarchical model of service quality for the fast-food restaurant is proposed. Data were collected from 571 students through self-administrated questionnaires. Exploratory factor analysis and structural equation modeling were used to analyze the reliability and validity of the data. This study extends restaurant service quality literature by providing a psychometrically sound conceptual framework and measurement scale. The findings of this study help fast-food restaurants formulate and implement effective marketing management strategies to cope with the keen competition in the restaurant industry as well as to boost their profit margins. © Taylor & Francis Group, LLC.