Relationship between service quality and customer satisfaction in the fast food restaurants

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dc.contributor.authorKhalil-Ur-Rehman
dc.date.accessioned2016-04-14T06:05:00Z
dc.date.available2016-04-14T06:05:00Z
dc.date.issued2015
dc.descriptionSupervisor: Dr. Ahmed Siddiqueen_US
dc.description.abstractThe 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.en_US
dc.identifier.urihttps://escholar.umt.edu.pk/handle/123456789/1771
dc.publisherUNIVERSITY OF MANAGEMENT AND TECHNOLOGYen_US
dc.subjectMS Thesisen_US
dc.subjectService quality and customer satisfactionen_US
dc.subjectFast food restaurantsen_US
dc.subjectLahoreen_US
dc.subjectCustomers' expectations and their perceptions about services of fast food restaurantsen_US
dc.titleRelationship between service quality and customer satisfaction in the fast food restaurantsen_US
dc.titleRelationship between service quality and customer satisfaction in the fast food restaurantsen_us
dc.typeThesisen_US
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