Managing time as part of service quality to meet customers expectations: case study of a kfc fast food outlet
Service quality is essential in every food and beverage industry and for the reputation of the restaurant. Service quality consists of many elements and hence making a research of one of the element that is waiting time (Responsiveness) would be necessary, to discover how much does it influence service quality. It is expected by making a research to customer on fast food outlet, to distinguish their expectation, and their perspective about the importance of time in a fast food operation. To see how time would influence them, and to know their unexpected and expected waiting time in queuing line and waiting time on food order an analyses can be developed to support the conclusion. The resulted proof based on regression analysis that waiting time does influence service quality but in a low percentage and the rest are influence by other elements, customer mostly agrees that time is essential in fast food operation. Therefore, their expectation about time is high and speed is important.
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