Innovation in Quick Service Restaurants (QSRs): A Future Perspective
Rajesh Singh
School of Hospitality and Tourism Management (SHTM), University of JammuIndia
Orcid profileSearch for this author on
and Rajani Kumari Sarangal
The Business School (TBS), University of JammuIndia
Orcid profileSearch for this author on
Jun 29, 2022
About this article
Article Category: Research Article
Published Online: Jun 29, 2022
Page range: 210 - 218
Received: Oct 02, 2020
Accepted: May 14, 2021
DOI: https://doi.org/10.2478/ejthr-2021-0019
Keywords
© 2022 Rajesh Singh et al., published by Sciendo
This work is licensed under the Creative Commons Attribution 4.0 International License.
Figure 1
Figure 2
Summary of EFA
| Product Innovation | QSR consistently introduces new menu items | 3.90 | .872 | .599 | 3.77 | 1.129 | 25.344 | .797 |
| QSR has differentiated its products to suit customer needs | 3.75 | .917 | .620 | |||||
| QSR provides a wide array of unique products to choose from | 3.77 | .955 | .711 | |||||
| The product offered at QSR meets customer tastes and preferences | 3.80 | .865 | .663 | |||||
| Products offered at QSR differ from competing models in the market | 3.69 | 1.014 | .651 | |||||
| Food and beverages served by QSR are frequently comprised of new ingredients | 3.69 | 1.003 | .694 | |||||
| Service Innovation | QSR staff knows their job and responsibility & they are well trained and equipped | 3.92 | .895 | .623 | 3.91 | 5.109 | 26.643 | .822 |
| QSR is open to the ideas which were suggested by customers | 3.81 | .961 | .545 | |||||
| QSR has effective delivery method | 3.87 | .995 | .693 | |||||
| QSR has innovative rewards (membership) programs | 3.97 | .907 | .784 | |||||
| Advertising strategies adopted by QSR are different from its competitors | 3.97 | .808 | .690 | |||||
| The QSR decor is always customized according to customer needs. | 3.94 | .845 | .729 | |||||
| KMO= .901, BTS assessed chi-square =1881.025, df= 66, Sig.=0.000, TVE by factors= 51.987 % | ||||||||
Descriptive Statistics of CS and CL
| Customer | I was happy with the dining experience in the QSR | 3.91 | .823 | 3.92 | .902 |
| Satisfaction | I am satisfied with the food and services offered at the QSR | 3.98 | .819 | ||
| QSR staff offer services effectively and efficiently | 4.01 | .839 | |||
| I am delighted to visit the QSR | 4.01 | .760 | |||
| The staff had overall knowledge regarding product and services offered by QSR | 3.73 | .991 | |||
| The price and quality of the products offered by QSR were satisfactory | 3.91 | .818 | |||
| I am satisfied with my decision to choose this QSR | 3.94 | .888 | |||
| Overall, the QSR meets all my expectations | 3.84 | .842 | |||
| QSR gives me overall satisfaction | 3.91 | .866 | |||
| Customer Loyalty | I intend to remain a customer of this QSR which I have chosen | 3.86 | .880 | 3.89 | .854 |
| I will keep on visiting this QSR as long as it offers the best quality food and services | 4.02 | .840 | |||
| I will speak positive things about the QSR | 3.88 | .880 | |||
| This QSR is always my first choice to visit for dining | 3.69 | 1.051 | |||
| I intend to recommend this QSR to family and friends | 4.00 | .847 | |||