Contents

• Table Of Contents 2
• Chaper 1 4
• 1.1 Introduction 4
• 1.2 Research Questions 5
• 1.3 Research Objective 6
• Chapter 2: Literature Review 7
• 2.1 Introduction 7
• 2.2 Customer Relationships 7
• 2.3 Customer Loyalty 9
• 2.4 Customer Satisfaction 11
• 2.5 Service Quality 14
• 2.5.1 Theories related to Service Quality 14
• 2.6 Summary 16
• Chapter 3: Research Methodology 18
• 3.1 What is Research Methodology 18
• 3.2 Research Philosophy 19
• 3.3 Research Type 20
• 3.4 Research Approach 21
• 3.5 Research Strategy 22
• 3.6 Time Horizon 23
• 3.7 Data Collection Method 24
• 3.7.1 Sampling 24
• 3.7.2 Interviews 25
• 3.8 Methodology Conclusion 30
• Chapter 4: Context 31
• 4.1 Introduction of the Organization 31
• Chapter 5: Finding and Analysis 32
• 5.1 Findings & Analysis from Interviews 32
• 5.2 Feedback Questionnaire Form of KFC Leyton Mills 40
• Chapter 6 45
• 6.1 Conclusion and Recommendation 45
• References 47

Description

The main objective of this project is to understand the importance of service quality in Fast Food Restaurants and does SERVQUAL scale system exist in KFC Leyton Mills. In the SERVQUAL scale is the principle instrument in the services marketing literature for assessing quality. Project also deals with the possible cause’s effect service quality in KFC Leyton Mills.