THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN FAST FOOD RESTAURANTS
| dc.contributor.author | Khalil-ur-Rehman | |
| dc.date.accessioned | 2025-07-29T11:17:34Z | |
| dc.date.available | 2025-07-29T11:17:34Z | |
| dc.date.issued | 2015 | |
| dc.description.abstract | 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 were 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. Based on the findings of this research service quality and customer satisfaction have relationship. This study also helps the academicians and managers to understand customers’ perceptions towards service quality. There is remarkable difference between customers’ expectations and their perceptions. This study will help the managers in making the marketing strategy. Managers should emphasize to know that how customers perceive services of fast-food restaurants as customers decide either, they are satisfied or dissatisfied with services. Managers should also design the services to meet customer preferences. As a future research recommendations service quality can also be associated with other variables for instance, employee satisfaction, customer retention and financial performance of a company. | |
| dc.identifier.uri | https://escholar.umt.edu.pk/handle/123456789/3981 | |
| dc.language.iso | en_US | |
| dc.publisher | UMT.Lahore | |
| dc.title | THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN FAST FOOD RESTAURANTS | |
| dc.type | Thesis |
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