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

• Main Authors: Li, Richard C., Kabiling, Wilfrido
• Format: text
• Published: Animo Repository 2007
• Subjects: Fast food restaurants—Philippines—Quality control; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/faculty_research/6838
• Institution: De La Salle University

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 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 the service and food quality of six fast-food chains in the Philippines. This study also suggests the use of parametric techniques like discriminant and cluster analysis to derive more information from the SERVQUAL results than would generally be obtained from the technques originally developed.