- Measuring Customer Satisfaction In The Fast Food Industry:. - Authors and outline of the text 2. - Authors of the text. - Outline of the text. - Aim of the paper:. - measurement of customer satisfaction within the international fast food industry. - Cross-cultural investigation of fast food industry. - Examines various approaches for measurement of customer satisfaction. - Identifies two empirically derived measures of customer satisfaction applicable to cross cultural analysis. - and European Customer Satisfaction Index (ECSI). - Development of universally valid instrument for the measurement of customer satisfaction. - performance only approach is more satisfactory method for measuring customer satisfaction. - Customer Satisfaction Survey,. - Suits fast food industry well, because assessments are easy to obtain. - Customer Satisfaction Survey (Original Study). - International Fast Food Study (Replication Study):. - immediately after they had received their fast food orders. - Fast food restaurants in the immediate areas of urban centered universities involved. - (1) Can common measures be used to identify the relative service satisfaction effectiveness of franchised fast food establishments across international boundaries in English- speaking countries on a real time, practical basis?. - (2) Do the results of this customer satisfaction survey of internationally franchised fast food establishments. - approximate the findings of the more sophisticated ACSI. - findings of the same fast food establishments within the USA?. - Fast food restaurants. - Explains more than 40% of the overall variance for all countries (high load factor 1). - Most of the items reflected a relative consistent consumer behavior for all countries. - However cross-national fast food sample is comprised of more variables that load on factor 1 (FSatPers) and has a greater reliability (alpha = 0,91). - Customer satisfaction survey may be a viable tool. - to assess the relative satisfaction of fast food establishments in english speaking countries. - Customer satisfaction ratings (CSS vs. - Customer satisfaction rankings identified in this study where identical to the ACSI‘s.. - Æ Question 2: Customer Satisfaction Survey may be ACSI. - imperative in today’s business environment: use of customer satisfaction measures to improve. - enterprises in highly charged, rapidly changing niche markets like the fast food industry. - Measurement of the reliability of service quality at each store. - Future research is recommended to extend the application of the CSS to other industries such as banking, entertainment etc.
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