stdClass Object ( [id] => 8359 [paper_index] => EW201707-01-001920 [title] => CONSUMER PERCEPTION TOWARDS SERVICE QUALITY IN FAST FOOD RESTAURANTS OF DELHI AND GURUGRAM [description] =>
  1. AtefehMaghzi, BagherAbbaspour, MahnazEskandarian and Abu Bakar Abdul Hamid (2011), “Brand Trust in Hotel Industry: Influence of Service Quality and Customer Satisfaction”, 2nd International Conference on Business, Economics and Tourism Management, Singapore, Vol.24, pp. 42-46
  2. Anil Kumar Kalotra  and  Nitya Sharma (2017), “ Measuring Service Quality using SERVQUAL in Hospitality Industry “A Study of Delhi”, International Journal of Emerging Research in Management &Technology, Vol. 6, No.1, pp. 63-68
  3. CRISIL 2013 retrieved from https://www.crisil.com/pdf/research/CRISIL%20Research _ Article _QSR_17Sep2013.pdf retrieved on Jan 5, 2017
  4. C. SaranyaPriyadarshini (2016), “A study on consumer preference on fast food outlets with reference to Coimbatore city”, International Journal of Multidisciplinary Research and Modern Education, Vol. 2, No. 1, pp. 243-248
  5. Ching-Hsu Huang (2014), “An Application of LODGSERV to the Comparison of LeisureTravelers.and Hoteliers. Service Quality Perspectives”, National Pintung University of Science Technology, Taiwan, R.O.C., pp. 1-13
  6. DraženMarić, VeljkoMarinković, RadenkoMarić, and DarkoDimitrovski (2016), “Analysis of Tangible and Intangible Hotel Service Quality Components”, Industrija, Vol.44, No.1,  pp. 7-25
  7. David Abora (2011) “The impact of quality customer service on the performance of some selected banks in Kumasi Metropolis”, Thesis, Kwame Nkrumah University Of Science And Technology, Ghana, South Africa
  8. Economic Times Bureau (2013), India becomes the new fast food destination retrieved from http://articles.economictimes.indiatimes.com/201302-15/news/ 37119630_1 _nirula-mncs-chains retrieved on July 20, 2013.
  9. Elvira Tabaku and ShpetimCerri (2016), “An assessment of service quality and Customer satisfaction in the hotel sector”, Tourism & Hospitality Industry 2016, Congress Proceedings, pp. 480-489
  10. Ibrahim Giritlioglu, Eleri Jones, and CevdetAvcikurt, (2014) "Measuring food and beverage service quality in spa hotels: A case study in Balıkesir, Turkey", International Journal of Contemporary Hospitality Management, Vol. 26 Issue: 2, pp.183-204
  11. Jiung-Bin Chin and Chih-Hsin Tsai (2013), “Developing a service quality evaluation model for luxurious restaurants in international hotel chains”,Total Quality Management & Business Excellence,Vol.24 - Issue 9-10: Relationship Quality and Customer Satisfaction in Service Contexts, pp.1160-1173
  12. KinnarryThakkar and MrunmayeeR.Thatte (2014), “Consumer Perceptions of Food Franchise: A Study of McDonald’s and KFC”, International Journal of Scientific and Research Publications, Vol. 4, No. 3, pp. 1-5
  13. Linda C. Ueltschy , Michel Laroche, Axel Eggert , and UtaBindl (2001) “Service quality and satisfaction: an international comparison of professional services perceptions”, retrieved from http://spectrum.library.concordia.ca/973669/1/service_quality.pdf retrieved on May 19, 2017
  14. M.mondurailingam, V.Jeyaseelan and A.K.Subramani (2015), “Comparative study on customer satisfaction towards kfc and mcdonalds, chennai,” ZENITH International Journal of Multidisciplinary Research, Vol.5, No.6, pp. 50-62
  15. Oxford University Press (n.d) retrieved from https://en.oxforddictionaries.com/definition /fast_food retrieved on May 1, 2017.
  16. Parasuraman, A., Zeithaml,V ., and Berry, L. (1988) "SRVQUAL: Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing,Vol. 64, No.1, pp. 12-40
  17. Parasuraman, A., Zeithaml, V., and Berry, L. (1985) "A Conceptual Model of Service Quality and its Implications for Future Research", Journal of Marketing, Vol. 49, No. 4, pp. 41-50
  18. Shikha Bhagat(2016),”An Empirical analysis on customer satisfaction level in Fast Food Industry among the major competitor’s [Delhi- NCR]”, International Journal of Advanced Scientific Research and Management, Vol. 1, No. 10, pp. 23-29
  19. S. J. Manjunath and  Shireen Reginald(2016), “Customer satisfaction in fast food industry: a case study of Mysore”, International Journal of Research in Finance and Marketing, Vol. 6, No. 5, pp. 72-78
  20. ShivaniVerma (2015), “Measuring service quality in international fast food chains in Ludhiana”, International Journal of Commerce and Business Management, Vol. 8, No. 1, pp. 51-57
  21. The NRAI Indian Food Service Report (2016) retrieved from http://nrai.org/IFSR/ retrieved on 20th may, 2017
  22. Zion Market Research (2017), retrieved from https://www.zionmarketresearch.com /sample/ fast-food-market   retrieved on May 15, 2017

 

[author] => Surjeet kumar [googlescholar] => https://scholar.google.co.in/citations?view_op=view_citation&hl=en&user=KeqZGcIAAAAJ&cstart=20&pagesize=80&imq=EPRA+International+Journal+of+Economic+and+Business+Review&citation_for_view=KeqZGcIAAAAJ:cWzG1nlazyYC [doi] => [year] => 2017 [month] => July [volume] => 5 [issue] => 7 [file] => eprapub/EW201707-01-001920.pdf [abstract] =>

Eating is arguably an essential activity of human being that makes them revive the lost energy and rejuvenate. But these days, rapid urbanization coupled with busy lifestyle and advancement in technology has greatly changed the way of life of Indian society. The effects of these changes have altered the tradition of cooking and eating at home.Nowadays, eating out is steadily becoming a norm which was once conditional on a celebratory occasion.Moreover, the Indian diaspora presents a significant array of opportunities in the food service domain; the Indian food and beverage service industry is likely to become one of the most vibrant industries to witness rapid and unprecedented growth over the recent past.   The NRAI (2016) in their research finds that the Indian food services market will grow at the rate of 10% per annum till 2021. Further, it also identifies that the current market share of Indian food services is Rs. 3,091.1 billion which is estimated to be Rs. 4,981.3 billion by 2021. Additionally, people have become now more reliant on ready-to-eat meals & fast food which take less time for preparation than traditional cooking methods.

Over the last few decades, fast food has infiltrated every nook and cranny of our society. As Indian economy is growing and large number of women is joining the workforce, the trend of consumption of fast food will grow more and more, if good quality food and service is offered to customer. Today quality is an important consideration. It is often defined as “consistently meeting or exceeding customer’s expectations” Moore (1987), Lewis and Creedon (1989). The present research paper seeks to explore the consumer perception towards service quality in fast food restaurants located in Delhi and Gurugram cities.

KEY WORDS: Fast food, Perception, Service quality, Delhi, India

[keywords] => [doj] => [hit] => 4891 [status] => [award_status] => P [orderr] => 10 [journal_id] => 4 [googlesearch_link] => [edit_on] => [is_status] => 1 [journalname] => EPRA International Journal of Economic and Business Review(JEBR) [short_code] => IJES [eissn] => 2347-9671 (O), 2349-0187(P) [pissn] => [home_page_wrapper] => images/products_image/12.JEBR.png ) Error fetching PDF file.