CONSUMERS� PERCEPTION TOWARDS SERVICE QUALITY OF THE QUICK SERVICE RESTAURANTS: A STUDY ACROSS SELECT QUICK SERVICE RESTAURANTS IN DELHI-NCR

Tania Gupta; Kaustav Paul

Volume : V, Issue : V, May - 2016

CONSUMERS� PERCEPTION TOWARDS SERVICE QUALITY OF THE QUICK SERVICE RESTAURANTS: A STUDY ACROSS SELECT QUICK SERVICE RESTAURANTS IN DELHI-NCR

Tania Gupta, Kaustav Paul

Abstract :

this study was conducted in Delhi-NCR with an objective to study the consumers� perception towards the quick service restaurants. The objectives of this research was to analyze the impact of the demographic factors of the consumers viz. age, gender, monthly income on their perception towards the service quality of the quick service restaurants in DelhiNCR. The study also endeavored to analyze the impact of the consumers� perception towards the service quality of the quick restaurants on the consumer satisfaction. The parameters for the service quality were taken as Food, Tangibility, Reliability, Cleanness, Assurance and Empathy and Responsiveness. The study yielded some significant findings which can be used by the quick service restaurants in Delhi-NCR for better understanding of the needs of their consumers.