EN
Service quality and customer satisfaction in Chinese fast food sector: A proposal for CFFRSERV
Abstract
This study investigates customer’s perception of Chinese fast food restaurant service quality and its relationship with customer satisfaction. Employing modified DINESERV scale, the study uses both quantitative and qualitative research approaches. Qualitative data collection consisted of face-to-face interviews and group discussion. A questionnaire was developed using three sources: interview responses of the customers, the restaurant’s survey and the literature. A total of 205 completed questionnaires were used in the analysis. The new measurement scale, Chinese Fast Food Restaurants Service Quality Scale (CFFRSERV), contained 28 items across six dimensions: assurance and empathy, food, cleanliness, responsiveness, reliability and tangibles. The findings from the study revealed that service quality variables have positive influence on customer satisfaction except reliability dimension. The findings provided a useful tool for service quality improvement in Chinese fast food restaurants. Validating the scale in other restaurants in various cities in China is an area for further research
Keywords
Details
Primary Language
English
Subjects
-
Journal Section
-
Publication Date
May 1, 2014
Submission Date
May 1, 2014
Acceptance Date
-
Published in Issue
Year 2014 Volume: 2 Number: 1
APA
Tan, Q., Oriade, A., & Fallon, P. (2014). Service quality and customer satisfaction in Chinese fast food sector: A proposal for CFFRSERV. Advances in Hospitality and Tourism Research (AHTR), 2(1), 30-53. https://izlik.org/JA33RS52LB
AMA
1.Tan Q, Oriade A, Fallon P. Service quality and customer satisfaction in Chinese fast food sector: A proposal for CFFRSERV. Advances in Hospitality and Tourism Research (AHTR). 2014;2(1):30-53. https://izlik.org/JA33RS52LB
Chicago
Tan, Qingqing, Ade Oriade, and Paul Fallon. 2014. “Service Quality and Customer Satisfaction in Chinese Fast Food Sector: A Proposal for CFFRSERV”. Advances in Hospitality and Tourism Research (AHTR) 2 (1): 30-53. https://izlik.org/JA33RS52LB.
EndNote
Tan Q, Oriade A, Fallon P (May 1, 2014) Service quality and customer satisfaction in Chinese fast food sector: A proposal for CFFRSERV. Advances in Hospitality and Tourism Research (AHTR) 2 1 30–53.
IEEE
[1]Q. Tan, A. Oriade, and P. Fallon, “Service quality and customer satisfaction in Chinese fast food sector: A proposal for CFFRSERV”, Advances in Hospitality and Tourism Research (AHTR), vol. 2, no. 1, pp. 30–53, May 2014, [Online]. Available: https://izlik.org/JA33RS52LB
ISNAD
Tan, Qingqing - Oriade, Ade - Fallon, Paul. “Service Quality and Customer Satisfaction in Chinese Fast Food Sector: A Proposal for CFFRSERV”. Advances in Hospitality and Tourism Research (AHTR) 2/1 (May 1, 2014): 30-53. https://izlik.org/JA33RS52LB.
JAMA
1.Tan Q, Oriade A, Fallon P. Service quality and customer satisfaction in Chinese fast food sector: A proposal for CFFRSERV. Advances in Hospitality and Tourism Research (AHTR). 2014;2:30–53.
MLA
Tan, Qingqing, et al. “Service Quality and Customer Satisfaction in Chinese Fast Food Sector: A Proposal for CFFRSERV”. Advances in Hospitality and Tourism Research (AHTR), vol. 2, no. 1, May 2014, pp. 30-53, https://izlik.org/JA33RS52LB.
Vancouver
1.Qingqing Tan, Ade Oriade, Paul Fallon. Service quality and customer satisfaction in Chinese fast food sector: A proposal for CFFRSERV. Advances in Hospitality and Tourism Research (AHTR) [Internet]. 2014 May 1;2(1):30-53. Available from: https://izlik.org/JA33RS52LB
