A Comparative study of fast food Outlets With reference to Service Quality

Presented by: Jignesh Chavda (18) Guided by :Prof.Gincy Mathew

S. K. Patel Institute of Management and Computer Studies Gandhinagar

Flow of Presentation
what what

is topic of grand project ? are the objectives of study ?

make

literature review through analyzing research papers.

Introduction

Fast-food industry changed the traditional restaurants and continuously growing. In some countries, the subways and street sides are considered as the areas that moves the fast-food industry (Stewart, 2004). Among the fast movers and growing businesses in the industry is McDonalds. McDonalds eventually emerged as a superior firm among the group of fast-food and restaurant competitors. The success of McDonalds in the fast food industry became another challenge for the businessmen and inspiration of the leaders. Aside from the competency and technologies involved, the organizational commitment of the employees is identified to be one of the factors towards the success of the business.

What is Title ?
A Comparative study of fast food Outlets With reference to Service Quality

What are the Objectives of Study?

To

cross compare the service quality of branded fast food outlet with reference to Rajkot & Ahmedabad city . study service quality check for local fast food outlet exclusively with no cross comparison.

To

Literature Review

Research Paper:1 Title: Consumer perception about fast food in India: an

exploratory study

Author: Anita Goyal and N.P. Singh Objectives:

To identify the factors affecting the choice of (Indian youth) consumers for fast food.
To study the consumption pattern towards fast foods particularly with respect to the frequency of visits and choice of fast food outlets. To identify the impact of hygiene and nutritional value of fast foods on consumer purchase decision. To study the consumer perceptions about two popular fast food outlets in National Capital Region (NCR), New Delhi.

Management Development Institute, Sukhrali, India

conclusion

Consumer acceptance of food served by fast food outlets is critically important for the future growth of fast food outlets in any economy. Though the rating of fast food outlets attributes under study based on mean score is very high but still consumers visit fast food outlets for fun, change or entertaining their friends but certainly not as a substitute of home made food. Comparison of McDonalds and Nirulas indicates a clear cut difference in their mean score of their attributes and also dimensions identified with factor analysis. Consumers demand more and more information related to hygiene issues and nutritional values of the products of fast food outlets. Based on the analysis and results, we can say that with more and more acceptability of fast food outlets and change in life style, competition among fast food outlets with respect to quality of food and customer service will be more prominent in the days to come.

Literature Review
Research

Paper:2

Title: Fast Food Outlets: Consumer Expectations and

Perception

Author:

Dr.Naila Aaijaz , Prof. Mohamed Dahlan b Ibrahim. University Malaysia Kelantan,

Objectives:
This study aims to investigate the relationship between consumers fast food outlet loyalty (in years) and the attitude of young consumers living in Kota Bharu city.

To check the service delivery process and service package offered when dealing with customers by fast food outlets.

Conclusion

Customers attach great importance to quality of food, facility layout, service quality speed and cleanliness. Any other factor trails after these factors. Hence, for a fast food chain to do well, great attention should be paid to the first two groupings to enhance customers' beliefs of these attributes. For example, improving the quality of fast food (mainly taste, presentation) by providing a good tasty food with a good balance of vitamins and minerals and by reducing oils and saturated fats (cholesterol) would encourage more customers to fast foods. It may then be justified as a good meal.

Literature Review
Research

Paper:3

Title: Strategies to improve the level of employee motivation

in the fast food outlets Author: Nnenna E. Ukandu and Wilfred I. Ukpere
Objectives:
The objective of this research is to find out the various strategies on how employees can be motivated in their workplace especially in the fast food industry. This study was conducted using fast food outlets within Cape Town metropolis. This study also investigated the causes of

Low employee motivation such as poor working conditions,

poor managerial services and supervision, poor pay and others..

Conclusion
In the first instance, the rate of their personal growth in their work-place is not satisfying. More so, it was stated from the respondents that their flexible time plan is not encouraging. In spite of this, their level of satisfaction with the decision making in their workplace is low. Respondents also claimed that they do not have freedom to make inputs with regards to the objectives and standards of the organization. Some interviewees noted that one of the reasons why the workers are not motivated is that there is no training given to them; rather there are promises of recognition which is not always delivered. Also, few managers noted that most of the employees have no passion in the job because they feel that there is a lot of negativity and unfairness amongst them.

Research Paper:4
Title: Assessing the impact of Advertisement towards Malay
Consumers: an Empirical Study of Fast Food Restaurants

Author:

Ahasanul Haque Faculty of Ecomnomics & Management Sciences, International Islamic University, Malaysia

Objectives:
The purpose of this paper is to explore consumers views on fast food restaurants advertisement. To find out some significant of implications which will help advertisers to create better fast food restaurant advertisements.

Conclusion

In conclusion, result showed that internet advertising program impact on consumers mind followed by commercial advertising, print advertisement. Based on findings, some of recommendations had been applied for fast food restaurants advertisers in future: such as managerial recommendation and marketing recommendation.

Research Paper:5

Title:
Evaluation of factors affecting customer loyalty in the restaurant industry

Author:
Mohammad Haghighi, Ali Dorosti, Afshin Rahnama and Ali Hoseinpour Faculty of Management, University of Tehran, Tehran, Iran.

Objectives:
The objective of the present research was to investigate the factors influencing customer loyalty in the restaurant industry.

Conclusion

This finding was compatible with the multitude of previous studies, almost all of which show that satisfaction has a positive effect on loyalty. Also, the impact of customer trust on customer loyalty was not confirmed. It is possible that the widespread distrust in fast-food industry in Iran has been the reason for rejection of this hypothesis. However, this seems to be worthy of more investigation and it is recommended that the management of Boof restaurant chain take this into consideration.

Source
1 2 3

http://www.ijaebm.iserp.org http://www.academicjournals.org www.emeraldinsight.com

Thank you