ABSTRACT
This study was on assessment of
service quality dimensions that affect customer satisfaction in quick service
restaurants in Asaba. The work has four (4) specific objectives and was guided
by a four (4) research questions to ascertain the level of service offered, the
factors that influence customer satisfaction, service quality dimensions that
influence customer satisfaction and factors that influence service quality
delivery in quick service restaurants in Asaba. The sample size for the study
was 400 respondents but only 320 respondents were valid and the study used
purposely sampling technique. The instrument used for collection of data was a
structured questionnaire distributed to customers of fast food in the study
area. The data collected were analysed using descriptive tools such as
frequency and percentage, mean and standard deviation. The findings of the
analysis revealed that the respondents agreed to the various level ofservice
offered in quick service restaurants with clustered mean of 3.0 of which the
decision rules is 3.0, the respondents also agreed to the various factors that
influence customer satisfaction in quick service restaurants with clustered
mean of 3.24, the respondents also agreed to the various quality dimensions
that influence customer satisfaction in quick service restaurants with
clustered mean of 3.80 and the respondents also agreed to the various factors
that influence quick service delivery in quick service restaurants in Asaba.
Delta state. Based on the findings, recommendations were made that management
of quick sendee restaurants should ensure to get opinion and feedback from
customer periodically to ascertain the expectation and perception of the
customers on the different dimensions of service quality, further research was
carried out and it was also recommended that Service provider of fast food
restaurants should endeavour to improve on their empathy by providing more of
caring and personalized service to customers. This is of great importance to
those quick service restaurants already in business and those aspiring to
venture into fast food industry. Tangibles were another important dimension
mentioned by diners as contributing to their satisfaction with the service
quality of the restaurant. Restaurateurs should bear in mind that the decor is
part of the fine dining experience, and indeed one of the differentiating
factors between a good quality family restaurant and a fine dining restaurant.
Thus, before opening a restaurant, a restaurant operator should engage a
reputable design consultant to come up with a unique design
ABAMBA, E (2023). Assessment Of Service Quality Dimensions That Affect Customer Satisfaction In Quick SERVICE Restaurants (QSRs) In Asaba, Delta State. Repository.mouau.edu.ng: Retrieved Nov 10, 2024, from https://repository.mouau.edu.ng/work/view/assessment-of-service-quality-dimensions-that-affect-customer-satisfaction-in-quick-service-restaurants-qsrs-in-asaba-delta-state-7-2
EMMANUEL, ABAMBA. "Assessment Of Service Quality Dimensions That Affect Customer Satisfaction In Quick SERVICE Restaurants (QSRs) In Asaba, Delta State" Repository.mouau.edu.ng. Repository.mouau.edu.ng, 09 Oct. 2023, https://repository.mouau.edu.ng/work/view/assessment-of-service-quality-dimensions-that-affect-customer-satisfaction-in-quick-service-restaurants-qsrs-in-asaba-delta-state-7-2. Accessed 10 Nov. 2024.
EMMANUEL, ABAMBA. "Assessment Of Service Quality Dimensions That Affect Customer Satisfaction In Quick SERVICE Restaurants (QSRs) In Asaba, Delta State". Repository.mouau.edu.ng, Repository.mouau.edu.ng, 09 Oct. 2023. Web. 10 Nov. 2024. < https://repository.mouau.edu.ng/work/view/assessment-of-service-quality-dimensions-that-affect-customer-satisfaction-in-quick-service-restaurants-qsrs-in-asaba-delta-state-7-2 >.
EMMANUEL, ABAMBA. "Assessment Of Service Quality Dimensions That Affect Customer Satisfaction In Quick SERVICE Restaurants (QSRs) In Asaba, Delta State" Repository.mouau.edu.ng (2023). Accessed 10 Nov. 2024. https://repository.mouau.edu.ng/work/view/assessment-of-service-quality-dimensions-that-affect-customer-satisfaction-in-quick-service-restaurants-qsrs-in-asaba-delta-state-7-2