A performance comparison of six Philippine fast-food chains on service and food quality dimensions using a modified SERVQUAL instrument

College

Gokongwei College of Engineering

Department/Unit

Industrial Engineering

Document Type

Archival Material/Manuscript

Publication Date

2007

Abstract

The SERVQUAL is a customer survey instrument used to measure service quality gaps across a wide variety of services. It is a multiple-item scale for measuring customer expectations and perceptions of service quality. A score for the quality of service is calculated by computing the differences between the ratings that customers assign to paired expectation and perception statements. This generic instrument may be modified to suit the needs of specific industries. This study seeks to use a modified SERVQUAL to evaluate and compare six fast-food chains in the Philippines on specific service and food quality dimensions.

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Disciplines

Operations Research, Systems Engineering and Industrial Engineering

Note

Publication/creation date supplied

Keywords

Fast food restaurants—Philippines—Quality control

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