Service quality delivery and consumers’ choice of fast-food outlets

Etuk, Aniebiet; Anyadighibe, Joseph A.; Amadi, Christian; James, Edim James

doi:10.21744/irjmis.v9n2.2038

Cited by 13 publications

(9 citation statements)

References 20 publications

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“…Etuk et al (1), researched on the impact of service quality delivery on the customer's fast food outlet choice. Structured questionnaires were developed, and the data was analyzed using simple regression with the help of SPSS.…”

Section: Literature Reviewmentioning

confidence: 99%

Service quality models: A review with respect to fast food restaurants

Udayalakshmi¹,

Sridevi²

2023

BIJSSHR

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Service quality is a measure that indicates to what extent an organization delivers or provides service to its customers against the customers’ expectations. Service quality has been studied by many researchers, who have developed varied models to assess the service quality of a firm or business. This paper, being a conceptual paper, aims to review a few well-known service quality models and also give a gist of a few service quality models specifically developed for fast food restaurants. It also throws light on the disruptive technologies existing in the fast food restaurant industry. In the study, it was found that no single model can assess the service quality of all businesses in all circumstances. Models have to be modified or new models have to be developed based on the hour and environment. Technologies like artificial intelligence, big data, robotics, automation, etc., help enhance the service quality of a fast food restaurant

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Section: Literature Reviewmentioning

confidence: 99%

Service quality models: A review with respect to fast food restaurants

Udayalakshmi¹,

Sridevi²

2023

BIJSSHR

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“…As firms provide goods and services to customers, they anticipate responses that will affirm or deny the quality of their products. A company's high-quality offers result in highquality service, which leads to customer satisfaction and influences consumer choice (Etuk et al, 2022). Organizations that provide services must be aware of client expectations and maintain a positive relationship with excellent service (Osman, 2014).…”

Section: Figure 1 Cafeteria Service Quality Scale (Csqs) Modelmentioning

confidence: 99%

Assessment of Professed Service Quality of the Cafeteria Business: An Empirical Investigation

Akmal

Hashmi

Faisal

et al. 2023

ISS

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Background: It is important to note that coffee is a phenomenon that has been around for a while in Saudi Arabia. Arabica coffee cultivation on thin basins and bordering mountain slants at elevations ranging from 1200 m to 1800 m in Yemen and Saudi Arabia can be traced back four or five centuries. Aim: The researchers aimed to investigate the factors that have influenced the cafeteria's service quality and compare the effects of the determinants on cafeteria customers in the Saudi Arabian cities of Al Baha and Riyadh. Method: The cafeteria and coffee have been the primary sources of information for the study, which uses SERVQUAL to investigate the causes of perceived facility and eminence in the cafe. An online questionnaire was used to poll a total of 178 respondents. The survey includes 169 respondents who responded most efficiently after applying the pilot study, which let go of irrelevant responses. The analysis through Confirmatory Factor Analysis (CFA) identifies the compelling aspects of the cafeteria in Al Baha and Riyadh, Saudi Arabia, which is ideal for the sector's future strategies. Findings: The study's findings show that three factors significantly impact service quality, performance, convenience, and problem-solving. The other three were unimportant but still hold their importance in this research paper and can be used as sub-independent factors. The culture and habits of Saudi Arabia play a substantial part in the results' anomaly.

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“…This definition is supported by Komunda & Osarenkhoe (2012) who maintained that service recovery refers to the actions a supplier takes in order to seek out dissatisfaction and as a response to poor service quality. Organizations that provide superior service quality do experience higher economic returns and also have a more satisfied customer base (Etuk, Anyadighibe, Amadi & James, 2022). Therefore, it has become ubiquitous for service providers to seek out competitive advantages by providing superior service and avoiding poor service quality i.e., service failure .…”

Section: The Concept Of Service Recoverymentioning

confidence: 99%

Untitled

2023

IJBMER

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This study examined airline service recovery strategies and passengers' satisfaction in Nigeria. Its aim was to determine the effects of compensation, communication, feedback, empowerment, explanation, apologies, and tangibles on passengers' satisfaction in Nigerian airlines. The study adopted a cross-sectional survey research design. From a finite population of 1,491 passengers, a sample size of 315 passengers was determined using the Taro Yamane formula. Subsequently, a structured questionnaire was used to obtain primary data for the study. The data obtained were descriptively analyzed while hypotheses testing were executed using simple linear regression. Consequently, the findings of the study revealed that out of the airline service recovery strategies tested (compensation, communication, feedback, empowerment, explanation and apologies) had significant positive effects on passengers' satisfaction in Nigeria, whereas tangibles had a nonsignificant effect on passengers' satisfaction towards airlines in Nigeria. Furthermore, the study made practical recommendations which could be applied by players in the commercial aviation industry.

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Service quality delivery and consumers’ choice of fast-food outlets

Cited by 13 publications

References 20 publications

Service quality models: A review with respect to fast food restaurants

Service quality models: A review with respect to fast food restaurants

Assessment of Professed Service Quality of the Cafeteria Business: An Empirical Investigation

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