Assessment of service quality dimensions in the fast food restaurants

被引：0
|
作者：
Mohi, Z. [1 ]
Abdullah, R. P. S. Raja [1 ]
Jipiu, L. B. [1 ]
Abd Majid, A. A. [1 ]
Wu, H. C.
机构：
[1] Univ Teknol MARA, Fac Hotel & Tourism Management, Shah Alam, Selangor, Malaysia
来源：
CURRENT ISSUES IN HOSPITALITY AND TOURISM RESEARCH AND INNOVATIONS | 2012年
关键词：
service quality dimensions; fast food restaurant; multi-dimensional and hierarchical model; CONSUMER PERCEPTIONS; MODEL; SATISFACTION; SCALE;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
In marketing literature, the study of service quality has focused on customer overall evaluation. The knowledge of the customer perceptions with regards to this complex construct constitutes powerful information on the measurement of company performance and management of strategic projects in the fast food restaurant industry. The development of a valid tool for measuring perceived service quality in the fast food restaurant industry has been proposed using a multi-dimensional and hierarchical model, where service quality is viewed as a higher-order constructs underlying three primary dimensions, which are defined by 10 sub dimensions.
引用
收藏
页码：171 / 175
页数：5
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