“Service Quality Dimensions and Their Impact on Customer Satisfaction and Loyalty: A Study of Fast-Food Chains in Delhi (NCR)”
Main Article Content
Abstract
The present study gives a detailed insight into the connection between service quality standards, customer satisfaction, and loyalty in the fast-food industry of Delhi (NCR). With a quantitative methodology being used, the study identified and validated multiple dimensions, which serve as the criteria for service quality in fast-food outlets. They include tangibles and ambience, assurance and safety, reliability and accuracy, responsiveness and promptness, empathy and personalization, food quality and value, as well as technology and convenience. Besides, The study revealed that there were great differences between the perceptions and expectations of customers regarding all the five selected fast-food brands.. The use of the gap analysis method made the study show the presence of service quality gaps in all the five selected fast-food restaurants.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
References
Andaleeb, S. S., & Conway, C. (2006).Customer satisfaction in the restaurant industry: An examination of the transaction-specific model Journal of Services Marketing, 20(1), 3–11
Avelini Holjevac, I. (2002).Quality management in tourism and hospitality industry Tourism and Hospitality Management, 8(2), 139–150.
Bender, A.E. and Bender, D.A. (1995), A Dictionary of Food and Nutrition, Oxford University Press, Oxford.
Cadotte, E. R., & Turgeon, N. (1988). Key factors in guest satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 28(4), 44–51.
ed.). Cengage Learning
Elvira, T. & Shpetim, C., 2016. An Assessment of Service Quality and Customer Satisfaction in the Hotel Sector. Rijeka: University of Rijeka Press.
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020).Impact of service quality on customer loyalty and customer satisfaction in Islamic banks The TQM Journal, 32(3), 371–388.
Fida, B., Ahmed, U. & Al-Balushi, Y., 2020. Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. Financial Economics, Business, and Management, 10(2).
Finkelstein, J. (1989). Dining out: A sociology of modern manners. Polity Press.
Goyal, A., & Singh, N. P. (2007).Consumer perception about fast food in India: An exploratory study British Food Journal, 109(2), 182–195.
Grönroos, C. (1984).A service quality model and its marketing implications European Journal of Marketing, 18(4), 36–44.
Gupta, V. (2015). Trends in the Indian food service industry. Journal of Hospitality and Tourism. (You may replace with a specific verified source if required)
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis (8th
Ivanov, S., & Webster, C. (2019).Conceptual framework of the use of robots, artificial intelligence, and service automation in travel, tourism, and hospitality International Journal of Contemporary Hospitality Management, 31(9), 3587–3608.
Johns, N., & Tyas, P. (1996) Use of service quality gap theory to differentiate between foodservice outlets.The Service Industries Journal, 16(3), 321–346.
Kara, A., Kaynak, E., & Kucukemiroglu, O. (1995).Marketing strategies for fast-food restaurants: A customer view British Food Journal, 97(4), 16–22.
Kim, W. G., Ng, C. Y. N., & Kim, Y.-S. (2009).Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth International Journal of Hospitality Management, 28(1), 10–17.
Korda, A. P., & Milfelner, B. (2009).The impact of service quality dimensions on customer satisfaction and loyalty Total Quality Management & Business Excellence, 20(4), 361–374.
Kotler, P., & Armstrong, G. (2001).Principles of marketing (9th ed.). Prentice Hall
Kumar, A. (2016). Hospitality and Tourism: Challenges, Innovation, Practices and Product Development. Adhyayan Publishers
Lewis, R. C., & Booms, B. H. (1983) The marketing aspects of service quality Emerging Perspectives on Services Marketing, 99–107.
Li, H., Liu, Y., & Suomi, R. (2020).Antecedents of online food delivery service continuance: A customer perspective Journal of Retailing and Consumer Services, 54, 102–113.
Mennell, S. (1996). All manners of food: Eating and taste in England and France from the Middle Ages to the present (2nd ed.). University of Illinois Press.
Mohammad, A. A. S., & Alhamadani, S. Y. M. (2011).Service quality perspectives and customer satisfaction in commercial banks working in Jordan Middle Eastern Finance and Economics, 14, 60–72.
Mohsin, A. (2005).Service quality perceptions: Customers versus service providers in the hotel industry in New Zealand. Journal of Hospitality & Tourism Research, 29(2), 230–248.
Ninemeier, J. D. (1997). Management of food and beverage operations (3rd ed.). Educational Institute of the American Hotel & Motel Association
Ninemeier, J.D. and Perdue, J. (2008) Hospitality Operations: Careers in the World’s Greatest Industry. Pearson Prentice Hall.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pettijohn, L. S., Pettijohn, C. E., & Luke, R. H. (1997).An evaluation of fast food restaurant satisfaction: Determinants, competitive comparisons and impact on future patronage Journal of Restaurant & Foodservice Marketing, 2(3), 3–20.
Qin, H., & Prybutok, V. R. (2008).Determinants of customer-perceived service quality in fast-food restaurants and their relationship to customer satisfaction and behavioral intentions Quality Management Journal, 15(2), 35–50
Ray, A., Dhir, A., Bala, P. K., & Kaur, P. (2019).Why do people use food delivery apps (FDA)? A uses and gratification theory perspective Journal of Retailing and Consumer Services, 51, 221–230.
Singh, R. (2017). Impact of globalization on Indian restaurant industry. International Journal of Applied Research.
Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56–60.
Sulek, J. M., & Hensley, R. L. (2004).The relative importance of food, atmosphere, and fairness of wait: The case of a full-service restaurant Cornell Hotel and Restaurant Administration Quarterly, 45(3), 235–247.
Tabachnick, B. G., & Fidell, L. S. (2019). Using multivariate statistics (7th ed.). Pearson.
Wu, C. H.-J., & Liang, R.-D. (2009) Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants International Journal of Hospitality Management, 28(4), 586–593.
Yuksel, A., & Yuksel, F. (2002). Measurement of tourist satisfaction with restaurant services: A segment-based approach. Journal of Vacation Marketing, 8(1), 52–68.