Service quality models: A review with respect to fast food restaurants

Abstract

Service quality is a measure that indicates to what extent an organization delivers or provides service to its
customers against the customers’ expectations. Service quality has been studied by many researchers, who have
developed varied models to assess the service quality of a firm or business. This paper, being a conceptual paper,
aims to review a few well-known service quality models and also give a gist of a few service quality models
specifically developed for fast food restaurants. It also throws light on the disruptive technologies existing in the
fast food restaurant industry. In the study, it was found that no single model can assess the service quality of all
businesses in all circumstances. Models have to be modified or new models have to be developed based on the
hour and environment. Technologies like artificial intelligence, big data, robotics, automation, etc., help enhance
the service quality of a fast food restaurant.