Quick Service Restaurant Success Factors
Abstract:
The quick service (aka, fast food) restaurant industry is significant and growing aspect of the
overall restaurant industry. For long-term success quick service restaurants must be perceived as offering
sufficient value for consumers. To do this, restaurants must first determine what consumers’ value in a
quick service restaurant experience. As such, this research study explores consumers’ service quality
preferences in the quick service restaurant industry. Results of this research highlight critical factors
which help to determine the expectations that consumers have about the quick service restaurant industry
and their perceptions of service quality from a dining experience. Based upon university students’ quick
service experiences the results found in this study indicated that consumers are highly price sensitive, but
also place high importance on speed of service, location, quality of food, and cleanliness. A discussion is
provided for how these results can be used to develop effective marketing strategies for quick service
restaurants.
Keywords:
Consumer Perceptions, Fast Food, Quick Service Restaurants