Effects Of Service Quality And Customer Satisfaction On Behavioral Intentions In Fast Food Outlets In Onitsha, Anambra State

ABSTRACT

The study is aimed at discussing on the effect of service quality and customer satisfaction on behavioral intention in fast food outlets in Onitsha, Anambra state. This work started with a background on fast food, service quality and customer satisfaction. Then the work established understanding of service quality, nature of customer service, factors influencing customer service. In addition, works by different authors were consulted and the authors duly acknowledged. The wok · revealed that it is very pertinent to offer a flawless and good service as it is a strong tool to customer satisfaction which leads to loyalty and behavioral intention. Based on the study, recommendations were made.