Expectation towards McDonald’s Malaysia: A Study on Service Quality

Authors

  • N. K. Y. Yunus Universiti Pendidikan Sultan Idris, Malaysia
  • Mohd Zulkeflee Adb Razak Department of Marketing & Entrepreneur Development, UNITEN Campus, Malaysia
  • Azleen Ilias Department of Marketing & Entrepreneur Development, UNITEN Campus, Malaysia

Keywords:

Service quality; customer demands; expectation performance.

Abstract

This study measured the impact of FIVE (5) SERVQUAL determinants and THREE (3) considering determinants which is, offer low food prices, short service time and convinient location. In this study, the researchers are very keen looking into the ability of McDonald’s (McD’s) fullfiling the customers demand and wants. Therefore, the researchers investigated the expectation performance towards McDonald’s (McD’s). The empirical results of this study can provide support and latest evidences to the Parasuraman’s SERVQUAL (1985) thus providing significant values to new service quality scenarios especially when the tested THREE (3) considering determinants are taken into consideration.

Published

2013-07-31

How to Cite

Yunus, N. K. Y., Razak, M. Z. A., & Ilias, A. (2013). Expectation towards McDonald’s Malaysia: A Study on Service Quality. International Journal of Independent Research Studies, 2(3), 119–129. Retrieved from https://ecsenet.com/index.php/2304-6953/article/view/659

Issue

Vol. 2 No. 3 (2013)

Section

Articles