A STUDY ON THE FACTORS AFFECTING SERVICE QUALITY IN DARSHINI STYLE FAST FOOD RESTAURANTSOF BENGALURU

Abstract

Fast Food/Quick Service Restaurants are an essential part of people in this fast paced world. Darshini Style Restaurants are quick service restaurants native to the city of Bengaluru. It's critical to comprehend customer perceptions of service quality if these restaurants are to thrive.This study identifies and examines the variables influencing Bengaluru's fast food restaurants' (i.e. the Darshini Style Restaurants of Bengaluru) level of customer service. A descriptive research is conducted using 120 customers from Bengaluru city selected using the convenience sampling. To examine the sample's demographics, percentage analysis is employed. The reliability of the survey questionnaire is tested using Cronbach’s alpha which was reliably good. The data distribution pattern is comprehended through the application of descriptive analysis. The ANOVA and Chi Square tests are used to evaluate the hypotheses.To investigate the relationship between preference and income, regression analysis and correlation are employed. The results show that the six factors identified exerts a significant effect on the service quality of a Darshini. Responsiveness, and Empathy, Price and Quality of Food have the most impact and is followed by Cleanliness and Tradition.It is also discovered that a customer's preference to eat at these kinds of restaurants is positively correlated with their income.