Perceived service quality in fast-food restaurants: empirical evidence from China

Purpose - The objective of this study is to modify the SERVPERF scale by incorporating the additional dimension of recoverability, and to empirically test and refine the modified SERVPERF instrument using survey data from China. The study aims to assess the potential antecedents of customer satisfac...

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Bibliographic Details
Published in:The International journal of quality & reliability management 2010-01, Vol.27 (4), p.424-437
Main Authors: Qin, Hong, Prybutok, Victor R, Zhao, Qilan
Format: Article
Language:English
Subjects:
China
Culture
Customer satisfaction
Customer services
Dienstleistungsqualität
Empirische Methode
Failure
Fast food industry
Food quality
International organizations
Kundenzufriedenheit
Literature reviews
Market shares
Perceptions
Quality of service
Restaurants
Schnellgastronomie
Structural equation modeling
Studies
Validity
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