The Evaluation of Service Quality in Fast Food Industry

Author

Ding, Yu ; Zhao, Qilan ; Liu, Hongzhi

Author_Institution

Beijing JiaoTong Univ., Beijing

fYear

2007

fDate

9-11 June 2007

Firstpage

1

Lastpage

6

Abstract

The evaluation of service quality is very important for fast food industry. This paper construct the service quality evaluation system of fast food industry based on the customer´s point of view, and put forward the questionnaire of service quality in fast food restaurant (FFR). Through the investigation and analysis, a valuable target system of service quality in FFR was constructed. Due to the strong correlation between the indicator variables, simultaneously in order to ensure minimum data loss, it can be used for multi-dimensional system reduces the dimensions of the principal component analysis. Using the SPSS statistical software to change the nine evaluation factors of service quality in FFR into nine related principal component and then according the mark result and list names. Finally, this article takes KFC, McDonald´s, Yonghe King and Malan Lamian four fast-foods restaurant as examples; identify the key factors affecting the service quality of FFR.

Keywords

catering industry; customer satisfaction; customer services; principal component analysis; customer service; fast food industry; fast food restaurant; indicator variable; principal component analysis; service quality evaluation system; Delay; Food industry; Food technology; Multidimensional systems; Principal component analysis; Q factor; Quality management; Quality of service; Software quality; Technology management; Fast Food Industry; Principal Component Analysis; Service Quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management, 2007 International Conference on

Conference_Location

Chengdu

Print_ISBN

1-4244-0885-7

Electronic_ISBN

1-4244-0885-7

Type

conf

DOI

10.1109/ICSSSM.2007.4280303

Filename

4280303