Service Quality Perception at Kfc Pakistan

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SERVICE QUALITY PERCEPTIONS
IN FAST-FOOD RESTAURANTS IN PAKISTAN

Abstract

People spend regularly on food items throughout the world and they prefer different tastes as in their cultures, the people of south Asia usually love spicy foods but many fast food and Chinese restaurants have also developed their business in the region providing high quality foods and developing their brands in the region. There are many fast food restaurants in Pakistan facilitating their customers with variety of services including Owen hot deliveries to self services, and wonderful environment, customer values these services and facilities and such facilities with good taste ensures the success in the business, so analyzing and evaluating the mentioned factors is very significant for a starting a fast food restaurant business.

Literature review

Ulgado, Francis M., Lee, Moonkyu
(1997)
Consumer evaluations of fast-food services: a cross-national comparison A study of American and South Korean customer responses to the services offered by an international fast food chain showed that South Koreans revert back to their expectations of traditional 'fast food' service indigenous to their region in their expectation of the quality of service. This response is reflected in their desire for service crew attentiveness and empathy over food quality which is a given in international fast food chains. Jasper Fanning, Kansas State University, Thomas Marsh Washington State University Kyle Stiegert (2002)

University of Wisconsin-Madison
Determinants of Fast Food Consumption

Determinants are investigated for both the likelihood of consuming fast food and household expenditure on fast-food using the 1994-98 USDA Continuing Survey of Food Intakes by Individuals. The logit model is used to estimate an empirical relationship between probabilities an individual will consume fast food and socioeconomic variables

Hayden Stewart, Noel Blisard,
Sanjib Bhuyan, and Rodolfo M. Nayga, Jr.
(2002)
The Demand for Food Away From Home Full-Service or Fast Food? Consumer spending at full-service and fast food restaurants will continue to grow over the remainder of this decade and the next. However, the larger increase is predicted to occur at full-service restaurants. Simulations assuming modest growth in household income plus expected demographic developments show that per capita spending could rise by 18 percent at full-service restaurants and by 6 percent for fast food between 2000 and 2020 By Robert Ebbin

(Sep 2002)
Keeping an Eye on the Competition in Fast Food Business

The National Restaurant Association’s Restaurant Industry Operations Report—2001 analyzes restaurant-operator income statements based on 2000 information collected from nearly 800 restaurant operators. Using this new financial report, prepared in cooperation with the accounting firm Deloitte & Touche in Los Angeles, restaurant operators can compare their numbers with similar operations.

SARFRAZ AHMAD, ABDUSH SHAKOOR AND SHAHRUKH
(2008)
Time Allocation at a Single-Channel Fast Food Restaurant – An Application of Waiting Line Model

The major objectives of this study were: to assess the time spent for service/order filling and the time spent in the overall operating system by a customer at a single-line fast food restaurant. The analysis is based on actual data by visiting four randomly selected fast food restaurants located in the twin cities of Rawalpindi and Islamabad. The data were collected during rush hours in the afternoon between 12:00 noon to 2:00 p.m. and in the evening during 7.00 p.m. to 9:00 p.m. It was found in a single-channel that there are 7% chances a customer arrives in the over all operating system in the restaurant. In the over all operating system, one customer has to wait for service in the time period of 4 h. There will always be four customers present in the over all operating system in the restaurant. For only 0.124 min, a customer has to wait for the...
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