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Walden University
COLLEGE OF MANAGEMENT AND TECHNOLOGY

This is to certify that the doctoral dissertation by William Yaw Adufutse has been found to be complete and satisfactory in all respects, and that any and all revisions required by the review committee have been made. Review Committee Dr. James Schiro, Committee Chairperson, Applied Management and Decision Sciences Faculty Dr. Thea Singer, Committee Member, Applied Management and Decision Sciences Faculty Dr. Lilburn Hoehn, Committee Member, Applied Management and Decision Sciences Faculty Dr. Cheryl Winsten-Bartlett, University Reviewer Applied Management and Decision Sciences Faculty

Chief Academic Officer David Clinefelter, Ph.D.

Walden University 2010

ABSTRACT

Customer Service Experience: A Quantitative Analysis of Frontline Employees’ and Customers’ Perceptions in the Fast Food Industry by William Yaw Adufutse

M.S.A., Central Michigan University, 2005 B.Sc., Central Michigan University, 2004

Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy Management

Walden University August, 2010

ABSTRACT Many investigators have documented a continuing decline in levels of fast food restaurant service and customer satisfaction. However, much less information is available regarding the differences in perception between fast food customer service employees and customers. The purpose of the study was to determine how the perception of frontline customer service employees and customers aligned in terms of quality of service in a group of fast food facilities. The theoretical foundation of this study was based on the customer satisfaction and the customer service theories. The methodology for this study was a quantitative comparative design using two survey instruments to gather data. Data were gathered from 150 customers and employees at regional Burger King stores in a major metropolitan area. Nine hypotheses were tested and data analysis included t-test and Mann-Whitney tests. Hypotheses were designed to test differences in perceptions of service quality and customer satisfaction among employees and customers. . The major finding of this study was that employees tended to perceive customers as more satisfied with services than customers reported themselves to be. The social change implications include using evidence to support changes in customer service practices that could result in increased customer satisfaction and increased patronage of fast food restaurants, both of which could increase service sector employment, salaries, and profitability.

Customer Service Experience: A Quantitative Analysis of Frontline Employees’ and Customers’ Perceptions in the Fast Food Industry by William Yaw Adufutse

M.S.A., Central Michigan University, 2005 B.Sc., Central Michigan University, 2004

Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy Management

Walden University August, 2010

UMI Number: 3408872

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DEDICATION This research is dedicated to my mother, Beatrice Afua Bobodu, who passed away before I started my doctoral studies. She tirelessly did everything within her power to support me in all aspects of my life, especially in making sure that I was well educated. I wish that she could be alive to see me graduate with my doctoral degree. Moreover, I cannot...
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