DimensÕes e fatores essenciais do serviço fastfood

Campos, Domingos Fernandes; Nóbrega, Kleber Cavalcanti
January 2013
Revista de Economia e Administração;jan-mar2013, Vol. 12 Issue 1, p32
Academic Journal
This paper evaluates the influence of three dimensions of the customer perception of[fastfood. The hypothcses raisc lhe possibility that the most important servie; attributcs are associatcd with central service, tcchnical quality dimension and reliability attributcs. Datawcrc collectcd in a samplc of 500 customers - collegc students - involving 45 attributcs rclatcd to the service cyclc of fast food restaurants in a shopping mall. Customers indicatcd lheir expectations rc garding the importance of cach attribute. The cmpirical study confirmed lhe predominance of the central service over accessory ones, of tcchnical quality over functional dimension, and of reliability attributcs over other dimensions.


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