Browsing by Author "Khalil-Ur-Rehman"

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    Relationship between service quality and customer satisfaction in the fast food restaurants
    (UNIVERSITY OF MANAGEMENT AND TECHNOLOGY, 2015) Khalil-Ur-Rehman
    The purpose of this research was to investigate the relationship between service quality and customer satisfaction. Mainly, the study was conducted in the fast food restaurants industry which is a major part of service sector. Fast food international chain restaurants for instance, McDonald's, KFC, Pizza Hut, Subway, Domino's Pizza etc. were chosen for this research. Sample of study was individual users of fast foods residents of Lahore. 300 questionnaires were floated among respondents and collected their responses. SPSS v.21 was incorporated to examine the relationship between service quality and customer satisfaction. Furthermore difference between customers' expectations and their perceptions about services of fast food restaurants was measured. Different statistical techniques were used for example, Reliability analysis (To check the consistency among the different questions of a variable), Descriptive statistics (To check the central tendency) and regression analysis including model summary and ANOVA (To check the relationship among variables). Results found that service quality influences the customer satisfaction. There is substantial difference between customers' expectations and their perceptions.