Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality

Nguyen, Quang; Nisar, Tahir; Knox, Dan; Prabhakar, Guru P

Abstract

© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to examine the impact of the five dimensions of service quality on customer satisfaction in the UK fast food market and to indicate which factors among the five dimensions have a main role in driving overall customer satisfaction. Design/methodology/approach: Primary data in the form of 147 questionnaire responses were been collected from a variety of quick service fast food restaurants in the UK. Likert seven-point rating scales were used to structure the questionnaire. Data were collected from the customers at two KFC restaurants, two McDonald’s restaurants, and one Burger King Restaurant. Findings: The results of the analysis indicate that tangibles, responsiveness and assurance play the most important role in driving customer satisfaction in the UK fast food industry, followed by reliability and empathy. Results of correlation and regression analysis show that physical attributes (tangible) of service quality are key to customer satisfaction. In a nutshell, the tangibles variable is the most important factor driving customer satisfaction in the context of the UK fast food market. Originality/value: This research incorporates unique and original insights in relation to the British fast food restaurants market and the results constitute novel findings pertaining to the importance of physical facilities and attributes. This account of the relative importance of service quality dimensions in fast food restaurants in the UK adds value to the field. The findings of this research have contributed to a better understanding of the main factors that influence service quality and customer satisfaction and have implications from a managerial point of view in the highly competitive UK fast food and wider foodservice industry.

• Journal Article Type: Article
• Acceptance Date: Dec 11, 2017
• Online Publication Date: Jan 25, 2018
• Publication Date: Jun 4, 2018
• Deposit Date: Dec 13, 2017
• Publicly Available Date: Jan 25, 2018
• Journal: British Food Journal
• Print ISSN: 0007-070X
• Publisher: Emerald
• Peer Reviewed: Peer Reviewed
• Volume: 120
• Issue: 6
• Pages: 1207-1222
• DOI: https://doi.org/10.1108/BFJ-08-2017-0449
• Keywords: service quality, restaurants, fast food, customer satisfaction, UK
• Public URL: https://uwe-repository.worktribe.com/output/871063
• Publisher URL: https://doi.org/10.1108/BFJ-08-2017-0449
• Additional Information: Additional Information : This is the author's accepted manuscript. The final published version is available here: https://doi.org/10.1108/BFJ-08-2017-0449.
• Contract Date: Dec 13, 2017