Importance and the Zone of Tolerance of Customer Expectations of Fast Food Services

Abstract

This article analyzes the relationship between the importance of attributes for service quality and the tolerance zone between the desired and the minimum acceptable levels for customer expectations. The empirical study, conducted with 500 students, fast food customers, confirms that, as the importance of attributes increases, the tolerance zone gets closer and higher.

An Evaluation of the Impact of Business-To-Customer (B2C) Logistics Service Quality (LSQ) on Customer Satisfaction in Niger

“…Clients, prior to ordering the service, already have expectations of what the service provider should offer them. Therefore the quality of logistical service perceived by the client is the difference between the perceived service and expectation [16]. According to the opinions of the specialists [17; 18], LSQ is determined by the following factors: customers' perception of the after-sales services, quality and relevance of information provided by sales and customer care representatives, order and delivery procedures [19] proposed a modified version of the LSQ pattern, taking into consideration the elements which assure the logistic processes quality (procedures, information, after-sales communication), on the one hand, and the elements which provide logistic service accuracy, on the other hand.…”

Measuring Perceived Service Quality of Fast Food Restaurant in Islamic Country: A Conceptual Framework

“…Restaurant is a part of food service industry [10,17,30,31]. Generally, restaurant can be classified into fast food restaurant and full service restaurant [30].…”

“…Generally, restaurant can be classified into fast food restaurant and full service restaurant [30]. In this paper, fast food restaurant is defined as restaurant that serves fast food, both of which are located in its own building and into a part with other fast food restaurants [31]. Meanwhile, fast food is defined as "food that can be prepared and served very quickly" [10].…”

“…Fast food restaurant business is growing rapidly in this decade [10,17,30,31]. Some multinational companies open their business in other countries aggressively [10].…”

Modified Importance - Performance Analysis of Airport Facilities- A Case Study of Cochin International Airport Limited

“…The concept of zone of tolerance assumes that there are thresholds in performance perceptions and that satisfaction reactions only appear if these thresholds are exceeded. Campos and Nobrega (2009) [12], attempted to evaluate two affirmations of Zeithaml and Bitner (2003) [13]. "The limits of the tolerance are defined with regard to service desired (SD) and adequate or minimum service (SM).…”