Service Quality Gap Analysis For Quick Service Restaurants

Abstract

Customers do not purchase things or services; they acquire the advantages that these items and services offer. They procure offerings that encompass commodities, services, information, personal attention, and additional elements. Customers are the essential foundation of any organisation; without them, a corporation lacks sales and profits. Consequently, there is no market value. Quick Service Restaurants (QSRs) have become a fundamental component of contemporary dining, offering convenience, cost-effectiveness, and rapid service. Nonetheless, delivering superior service while preserving efficiency continues to pose a significant issue. High personnel turnover, operational bottlenecks, and inconsistent consumer experiences often lead to dissatisfaction. This dissertation examines these difficulties using the SERVQUAL model, which identifies discrepancies between customer expectations and actual service performance. The study examines how technological advancements, employee training, and consumer feedback might address these deficiencies to improve service quality.