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

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

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 betwe...

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Bibliographic Details
Main Author: Li, Richard C.
Format: text
Published: Animo Repository 2007
Subjects:
Fast food restaurants—Philippines—Quality control
Operations Research, Systems Engineering and Industrial Engineering
Online Access:https://animorepository.dlsu.edu.ph/faculty_research/6855
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Institution: De La Salle University
id oai:animorepository.dlsu.edu.ph:faculty_research-7638
record_format eprints
spelling oai:animorepository.dlsu.edu.ph:faculty_research-76382022-09-27T03:19:21Z A performance comparison of six Philippine fast-food chains on service and food quality dimensions using a modified SERVQUAL instrument Li, Richard C. 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. 2007-01-01T08:00:00Z text https://animorepository.dlsu.edu.ph/faculty_research/6855 Faculty Research Work Animo Repository Fast food restaurants—Philippines—Quality control Operations Research, Systems Engineering and Industrial Engineering
institution De La Salle University
building De La Salle University Library
continent Asia
country Philippines
Philippines
content_provider De La Salle University Library
collection DLSU Institutional Repository
topic Fast food restaurants—Philippines—Quality control
Operations Research, Systems Engineering and Industrial Engineering
spellingShingle Fast food restaurants—Philippines—Quality control
Operations Research, Systems Engineering and Industrial Engineering
Li, Richard C.
A performance comparison of six Philippine fast-food chains on service and food quality dimensions using a modified SERVQUAL instrument
description 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.
format text
author Li, Richard C.
author_facet Li, Richard C.
author_sort Li, Richard C.
title A performance comparison of six Philippine fast-food chains on service and food quality dimensions using a modified SERVQUAL instrument
title_short A performance comparison of six Philippine fast-food chains on service and food quality dimensions using a modified SERVQUAL instrument
title_full A performance comparison of six Philippine fast-food chains on service and food quality dimensions using a modified SERVQUAL instrument
title_fullStr A performance comparison of six Philippine fast-food chains on service and food quality dimensions using a modified SERVQUAL instrument
title_full_unstemmed A performance comparison of six Philippine fast-food chains on service and food quality dimensions using a modified SERVQUAL instrument
title_sort performance comparison of six philippine fast-food chains on service and food quality dimensions using a modified servqual instrument
publisher Animo Repository
publishDate 2007
url https://animorepository.dlsu.edu.ph/faculty_research/6855
_version_ 1767196624664133632

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