The Potential Dimensions Of Service Quality

The purpose of this summary is to show what was researched after completing and analyzing the results from the McDonalds Edwardsville, Il location. Most of the results showed satisfaction in our store. However, one of the five surveys taken showed a dissatisfaction in the location. This may seem alarming, being only that this individual showed dissatisfaction can mean they may not think highly of McDonald’s in the first place. Others relatively showed the same satisfaction towards the quality of service and entrées. Three out of the five individuals showed they would visit the location again. This may show they are regulars and they would still continue to come to this location, or they were completely satisfied to return again. For the two other dissatisfied customers will be an area of focus on improving this location. We will look into this as in cleanliness of the store, employee presence and helpfulness to customers. One individual who decided not to provide anymore information could have been a visiting customer who we can take into consideration. We may see regulars as not noticing the flaws in the location because they are constantly coming in and ignoring details. We also noticed cleanliness was all relatively the same through all individuals. Analyzing the results, cleanliness and customer satisfaction will be our main focus on improvements. Customers who would visit the location showed interest in returning to this location which can mean steady

The analysis done at 5% significance lever show that overall customer satisfaction was significantly related to average meal price and the type of restaurant. The regression equation show that an increase in meal expenditure means the more the customer is satisfied. The multiple regression equation indicates that Italian customer is more satisfied compared to seafood restaurant.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Customer preferences are important concept within services marketing theory. According to my review, service quality have significant relationship with customer preferences. Their finding indicates that the service quality provided by staff is fundamental and crucial to the customer satisfaction in the restaurants. Furthermore, customers will choose the restaurants based on their satisfaction level. In another study by Cronin and Taylor (1992), the study have shown the perceived service quality can greatly affect customers’ satisfaction and customer preferences. Many restaurants out there will pay more attention on service quality because it will directly influencing the customer preferences which will lead to customer revisit and customer will become loyalty to the restaurants. And will directly affect he restaurant revenue. In addition, Yüksel & Yüksel (2002) stated that service quality had the most significant impact on dining satisfaction at the aggregate market

Not only are the UK people deeply influenced by fast food. Almost every day there is a new Kentucky Fried Chicken restaurant being opened in every 650 cities in China since the first Kentucky Fried Chicken restaurant opened in Beijing in 1987 (Maggie, 2011). The huge market demand of fast food brings the explosive growth of the fast food market which represented by Kentucky Fried Chicken. The number of Kentucky Fried Chicken restaurants had reached four thousand in 2012 (Liu, 2012). Due to differences in geography, transportation and staff performance, each of them has varying degrees of operating performance. The one in Heishijiao Street is “the fast-food chain 's 4,000th Kentucky Fried Chicken restaurant in China”, said Zhu Zongyi, the president of Yum Brands China Division (Liu, 2012). The problem with this Kentucky Fried Chicken restaurant is that it does not have the

Researcher’s trust that the service quality theory depends on the literature of client satisfaction and product quality. In other words, service quality can be defined as the customer’s overall journey of experience with the product, which can be measured by customer satisfaction while experiencing the service.

Well known for fried chicken, Kentucky Fried Chicken is a world-wide spreading chain fast-food restaurant. Having found several KFC branches in Nakhon Pathom, Thailand, I have decided to conduct an observation at the KFC located on the second floor of Tesco Lotus Salaya in this province. This observation takes place during the evening between 5 p.m. and 7 p.m. on 20 October 2016 in one of the large shopping malls where all kinds of daily needs from textiles, accessories, groceries, electronics to children garments are easily available.

The following task is a comparative analysis between McDonald’s and KFC (Kentucky Fried Chicken). The task provides an overview of the different factors that differentiate the services provided by the two biggest fast food franchises in the world. There is now a demand for food that is healthier, affordable and great tasting. The competition between the fast food restaurants has strengthened over the years. Thus, allowing for each of the franchises to expand and better the quality of there product and their service. Both franchises aim to expand their business and aim to have the competitive advantage through better pricing, quality, location. Both franchises want to obtain customer brand loyally.

As requested, this report is based on a market research on the consumer satisfaction of the services of McDonald's in China.

According to recent work conducted by Kim & Ng (2008), it is concluded that food quality is the strongest predictor of customer satisfaction and revisit intention. This finding is consistent with earlier work of Pettijohn et al. (1997) and Sulek and Hensley (2004).

Customization and service quality are both important aspects for any successful restaurant. These components have many different qualities that can ultimately be very beneficial for businesses or quite the contrary. By executing these qualities in a particular restaurant setting it is likely that the given company will prosper. For my application paper I will focus in on how customization and service quality can be improved specifically at Charley G’s Restaurant in Lafayette, Louisiana.

Kentucky Fried Chicken generates more annual profits in China than in its country of origin. In fact, the success of this firm is an example of the great market potential for foreign multinationals. By July 2013, KFC has 4,400 restaurants in 850 cities and the company plans to open another 700 by

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these

Amorim and Bashashi Saghezchi, inspired by the work of Dabholkar et al. (1996) and Vazquez et al. (2001) retail service quality scale (RSQS), used exploratory interviews with consumers by developing a questionnaire with two sets of twenty-four. The first set focused on consumer expectations of quality in retail stores using the ffour major dimensions (“physical aspects”, “reliability”, “personal interaction”, and “policies”). While the second set used the same dimensions, but was more concerned with customer perceptions about the service that was experienced. Consumers were to rate each question from 1, being the least important, to 7, having the most importance. A total of 248 surveys were taken to be analyzed. Preliminary questionnaires were also set to

As requested, this report is based on a market research on the consumer satisfaction of the services of McDonald's in China.