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dc.contributor.authorTan, Qingqing
dc.contributor.authorOriade, Adedamola
dc.contributor.authorFallon, Paul
dc.date.accessioned2019-07-03T09:38:44Z
dc.date.available2019-07-03T09:38:44Z
dc.date.issued2014-07-31
dc.identifier.citationTan, Q., Oriade, A. and Fallon, P. (2014) Service Quality and Customer Satisfaction in Chinese Fast Food Sector: A Proposal for CFFRSERV Scale, Advances in Hospitality and Tourism Research, 2(1), pp. 30-53.en
dc.identifier.issn2147-9100en
dc.identifier.urihttp://hdl.handle.net/2436/622515
dc.description.abstractThis 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.en
dc.formatapplication/PDFen
dc.language.isoenen
dc.publisherAkdeniz University Publishing Houseen
dc.relation.urlhttp://ahtrjournal.org/index.php?page=current_issue&title=Volume%202,%20Issue%201,%202014&icerik_id=6en
dc.subjectService qualityen
dc.subjectSatisfactionen
dc.subjectFast food restauranten
dc.titleService Quality and Customer Satisfaction in Chinese Fast Food Sector: A Proposal for CFFRSERV Scaleen
dc.typeJournal articleen
dc.identifier.journalAdvances in Hospitality and Tourism Researchen
dc.date.updated2019-06-21T12:13:19Z
dc.date.accepted2014-06-16
rioxxterms.funderUniversity of Wolverhamptonen
rioxxterms.identifier.projectUOW030719AOen
rioxxterms.versionAMen
rioxxterms.licenseref.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/en
rioxxterms.licenseref.startdate2019-07-03en
refterms.dateFCD2019-07-03T09:38:05Z
refterms.versionFCDAM
refterms.dateFOA2019-07-03T09:38:45Z


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