Purpose

The purpose of this study is to empirically develop and validate a practical, consistent and specific scale to assess perceived service quality at the service encounter at quick-service restaurants (QSRs).

Design/methodology/approach

Development and validation of the scale involved a five-stage process. Data were collected from 430 customers of a QSR belonging to an international brand located in Barcelona. Surveys were applied immediately after the service encounter, using the face-to-face method. The scale development procedure involved exploratory and confirmatory factor analyses.

Findings

The results suggest a specific and parsimonious measurement scale, whose structure comprises 14 items in four dimensions. In contrast to previous studies, this study identified the appropriateness of splitting the interaction quality dimension into two single dimensions, one focusing on the interaction time and other on staff–customer interaction. Furthermore, these indicate that a speedy service, pleasant treatment and food quality are the most valued attributes in QSR.

Practical implications

This scale is a useful instrument to administer and assure service quality standards within QSR management systems. Its practical approach and short survey length ease data collection, considering that customers spend short amounts of time in this type of restaurant. Furthermore, it could also be used by franchisors and restaurant operators as a tool to monitor continuing compliance with service quality standards.

Originality/value

The resulting scale introduces a novel four-factor structure with high goodness of fit to effectively measure customers' perceived service quality in QSRs, where the ease of use and speed of gathering client responses are a key factor for successful implementation.

中文翻译：

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QUICKSERV：快速服务餐饮业的服务质量评估工具

目的

本研究的目的是根据经验开发和验证实用、一致和特定的量表，以评估在快速服务餐厅 (QSR) 的服务体验中感知的服务质量。

设计/方法/方法

该量表的开发和验证涉及五个阶段的过程。从属于位于巴塞罗那的国际品牌的 QSR 的 430 位客户收集数据。使用面对面的方法，在服务接触后立即进行调查。量表开发程序包括探索性和验证性因素分析。

发现

结果提出了一个具体而简洁的测量量表，其结构包括四个维度的 14 个项目。与之前的研究相比，本研究确定了将交互质量维度分为两个单一维度的适当性，一个关注交互时间，另一个关注员工与客户的交互。此外，这些表明快速的服务、愉快的待遇和食品质量是 QSR 中最有价值的属性。

实际影响

该量表是在 QSR 管理系统中管理和确保服务质量标准的有用工具。考虑到客户在此类餐厅停留的时间很短，其实用方法和较短的调查长度简化了数据收集。此外，它也可以被特许人和餐厅经营者用作监控服务质量标准持续遵守情况的工具。

原创性/价值

由此产生的量表引入了一种具有高拟合度的新型四因素结构，以有效衡量客户在 QSR 中的感知服务质量，其中易用性和收集客户响应的速度是成功实施的关键因素。