Determinants of fast-food restaurant service quality in the United Arab Emirates

Q2 Business, Management and Accounting

Quality Management Journal Pub Date : 2021-04-03 DOI:10.1080/10686967.2021.1886024

Subramaniam Ponnaiyan, Khaldoun I. Ababneh, V. Prybutok

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引用次数: 8

Abstract

Abstract This research posits and empirically tests the relative importance of five key determinants of service quality in fast-food restaurants (FFRs, also known as quick-service restaurants) in the United Arab Emirates (UAE). Using a survey methodology, data were collected from 491customers to test the proposed model and associated hypotheses. The structural equation modeling (SEM) analysis results showed that assurance, responsiveness, tangibility, and empathy are significant predictors of perceived service quality of FFRs. However, reliability was not a significant predictor. This study is important because it is the first study that examines the determinants of service quality of FFRs in the UAE. The findings provide valuable insights for restaurant managers in the UAE to make informed decisions regarding the improvement of service quality of FFRs in the UAE. This study also contributes to the literature of FFR service quality by validating the SERVPERF instrument in a unique non-western country context.

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阿联酋快餐店服务质量的决定因素

摘要本研究假设并实证检验了阿拉伯联合酋长国(UAE)快餐店(FFRs，也称为快餐店)服务质量的五个关键决定因素的相对重要性。采用调查方法，从491名客户中收集数据，以检验所提出的模型和相关假设。结构方程模型(SEM)分析结果显示，保证性、响应性、有形性和共情是家庭护理人员感知服务质量的显著预测因子。然而，信度并不是一个显著的预测因子。这项研究很重要，因为它是第一个研究阿联酋ffr服务质量决定因素的研究。研究结果为阿联酋的餐厅经理提供了有价值的见解，以做出有关提高阿联酋ffr服务质量的明智决策。本研究还通过在一个独特的非西方国家背景下验证SERVPERF仪器，为FFR服务质量的文献做出了贡献。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Quality Management Journal Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

4.50

自引率

0.00%

发文量