In the Indian Railways Food Plaza at Mumbai Central, McDonald’s stood apart from its
other competitors. It promised and delivered the customers an entirely different experience.
This experience was way different from that of other fast food chains serving in Mumbai
and other parts of India. The perceived value of the customers about McDonalds was high
as the evidence of cleanliness, quality and sophistication of service made a lasting
impression on their minds. They were Indian customers who considered McDonald’s as a
symbol of the American culture. Availability of McDonald’s in their country reflected the
beginning of globalization which had brought in western brand influences into the Indian
markets. The impressive aspect was that the intangibles of the fast food service had made
the maximum impact on the customers. The Indian customers had always seen the kitchen
doors of the other restaurants with a sign ‘Restricted Area’ or ‘For Employees’ only. Now in
McDonald’s, they were able to see the operations and hence the conviction in the QSC –
Quality, Service and Cleanliness was quick and lasting.