SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR

TAN, Qingqing; FALLON, Paul; ORIADE, Ade

SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR

Qingqing TAN, (University of Wolverhampton, Uk)

Ade ORIADE, (University of Wolverhampton Faculty of Social Sciences, Uk)

Paul FALLON (Sheffield Hallam University Sheffield Business School, UK)

Advances in Hospitality and Tourism Research (AHTR)

31 0

Yıl: 2014 Cilt: 2 Sayı: 1 Sayfa Aralığı: 30 - 53 Metin Dili: İngilizce İndeks Tarihi: 29-07-2022

SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR

Öz:

This study investigates customer's perception of Chinese fast food restaurant service quality and its relationship with customer satisfaction. Employing modified DINESERV scale, the study uses both quantitative and qualitative research approaches. Qualitative data collection consisted of face-to-face interviews and group discussion. A questionnaire was developed using three sources: interview responses of the customers, the restaurant's survey and the literature. A total of 205 completed questionnaires were used in the analysis. The new measurement scale, Chinese Fast Food Restaurants Service Quality Scale (CFFRSERV), contained 28 items across six dimensions: assurance and empathy, food, cleanliness, responsiveness, reliability and tangibles. The findings from the study revealed that service quality variables have positive influence on customer satisfaction except reliability dimension. The findings provided a useful tool for service quality improvement in Chinese fast food restaurants. Validating the scale in other restaurants in various cities in China is an area for further research.

Anahtar Kelime:

Konular: Otelcilik, Konaklama, Spor ve Turizm

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık

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APA	TAN Q, ORIADE A, FALLON P (2014). SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR. , 30 - 53.
Chicago	TAN Qingqing,ORIADE Ade,FALLON Paul SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR. (2014): 30 - 53.
MLA	TAN Qingqing,ORIADE Ade,FALLON Paul SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR. , 2014, ss.30 - 53.
AMA	TAN Q,ORIADE A,FALLON P SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR. . 2014; 30 - 53.
Vancouver	TAN Q,ORIADE A,FALLON P SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR. . 2014; 30 - 53.
IEEE	TAN Q,ORIADE A,FALLON P "SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR." , ss.30 - 53, 2014.
ISNAD	TAN, Qingqing vd. "SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR". (2014), 30-53.

APA	TAN Q, ORIADE A, FALLON P (2014). SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR. Advances in Hospitality and Tourism Research (AHTR), 2(1), 30 - 53.
Chicago	TAN Qingqing,ORIADE Ade,FALLON Paul SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR. Advances in Hospitality and Tourism Research (AHTR) 2, no.1 (2014): 30 - 53.
MLA	TAN Qingqing,ORIADE Ade,FALLON Paul SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR. Advances in Hospitality and Tourism Research (AHTR), vol.2, no.1, 2014, ss.30 - 53.
AMA	TAN Q,ORIADE A,FALLON P SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR. Advances in Hospitality and Tourism Research (AHTR). 2014; 2(1): 30 - 53.
Vancouver	TAN Q,ORIADE A,FALLON P SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR. Advances in Hospitality and Tourism Research (AHTR). 2014; 2(1): 30 - 53.
IEEE	TAN Q,ORIADE A,FALLON P "SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR." Advances in Hospitality and Tourism Research (AHTR), 2, ss.30 - 53, 2014.
ISNAD	TAN, Qingqing vd. "SERVICE QUALITY AND CUSTOMER SATISFACTION IN CHINESE FAST FOOD SECTOR: A PROPOSAL FOR". Advances in Hospitality and Tourism Research (AHTR) 2/1 (2014), 30-53.