QUICKSERV: a service quality assessment tool for the quick-service restaurant industry

Purpose The purpose of this study is to empirically develop and validate a practical, consistent specific scale assess perceived service quality at the encounter quick-service restaurants (QSRs). Design/methodology/approach Development validation involved five-stage process. Data were collected from 430 customers QSR belonging an international brand located in Barcelona. Surveys applied immediately after encounter, using face-to-face method. development procedure exploratory confirmatory factor analyses. Findings results suggest parsimonious measurement scale, whose structure comprises 14 items four dimensions. In contrast previous studies, identified appropriateness splitting interaction dimension into two single dimensions, one focusing on time other staff–customer interaction. Furthermore, these indicate that speedy service, pleasant treatment food are most valued attributes QSR. Practical implications This useful instrument administer assure standards within management systems. Its practical approach short survey length ease data collection, considering spend amounts type restaurant. it could also be used by franchisors restaurant operators as tool monitor continuing compliance with standards. Originality/value resulting introduces novel four-factor high goodness fit effectively measure customers' QSRs, where use speed gathering client responses key for successful implementation.