Model Thesis
Walden University
COLLEGE OF MANAGEMENT AND TECHNOLOGY
This is to certify that the doctoral dissertation by William Yaw Adufutse has been found to be complete and satisfactory in all respects, and that any and all revisions required by the review committee have been made. Review Committee Dr. James Schiro, Committee Chairperson, Applied Management and Decision Sciences Faculty Dr. Thea Singer, Committee Member, Applied Management and Decision Sciences Faculty Dr. Lilburn Hoehn, Committee Member, Applied Management and Decision Sciences Faculty Dr. Cheryl Winsten-Bartlett, University Reviewer Applied Management and Decision Sciences Faculty
Chief Academic Officer David Clinefelter, Ph.D.
Walden University 2010
ABSTRACT
Customer Service Experience: A Quantitative Analysis of Frontline Employees’ and Customers’ Perceptions in the Fast Food Industry by William Yaw Adufutse
M.S.A., Central Michigan University, 2005 B.Sc., Central Michigan University, 2004
Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy Management
Walden University August, 2010
ABSTRACT Many investigators have documented a continuing decline in levels of fast food restaurant service and customer satisfaction. However, much less information is available regarding the differences in perception between fast food customer service employees and customers. The purpose of the study was to determine how the perception of frontline customer service employees and customers aligned in terms of quality of service in a group of fast food facilities. The theoretical foundation of this study was based on the customer satisfaction and the customer service theories. The methodology for this study was a quantitative comparative design using two survey instruments to gather data. Data were gathered from 150 customers and employees at regional Burger King stores in a major metropolitan area. Nine hypotheses were tested and data analysis
COLLEGE OF MANAGEMENT AND TECHNOLOGY
This is to certify that the doctoral dissertation by William Yaw Adufutse has been found to be complete and satisfactory in all respects, and that any and all revisions required by the review committee have been made. Review Committee Dr. James Schiro, Committee Chairperson, Applied Management and Decision Sciences Faculty Dr. Thea Singer, Committee Member, Applied Management and Decision Sciences Faculty Dr. Lilburn Hoehn, Committee Member, Applied Management and Decision Sciences Faculty Dr. Cheryl Winsten-Bartlett, University Reviewer Applied Management and Decision Sciences Faculty
Chief Academic Officer David Clinefelter, Ph.D.
Walden University 2010
ABSTRACT
Customer Service Experience: A Quantitative Analysis of Frontline Employees’ and Customers’ Perceptions in the Fast Food Industry by William Yaw Adufutse
M.S.A., Central Michigan University, 2005 B.Sc., Central Michigan University, 2004
Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy Management
Walden University August, 2010
ABSTRACT Many investigators have documented a continuing decline in levels of fast food restaurant service and customer satisfaction. However, much less information is available regarding the differences in perception between fast food customer service employees and customers. The purpose of the study was to determine how the perception of frontline customer service employees and customers aligned in terms of quality of service in a group of fast food facilities. The theoretical foundation of this study was based on the customer satisfaction and the customer service theories. The methodology for this study was a quantitative comparative design using two survey instruments to gather data. Data were gathered from 150 customers and employees at regional Burger King stores in a major metropolitan area. Nine hypotheses were tested and data analysis
References: Alred, A. T, & Addams, H. L. (2000). Service quality at banks and credit unions: What do their customers say? Managing Service Quality, 10(1), 52-60. From: adufutse [mailto:adufutse@comcast.net] Sent: Monday, January 26, 2009 6:42 PM To: xxxxxxxxxxxxxx Subject: William Adufutse 's Doctoral Survey Request Hello Mr ----- Original Message ----From: adufutse To: xxxxxxxxxxx Sent: Saturday, January 24, 2009 6:14 AM Subject: Survey Authorization Hello Mr ----- Original Message ----From: Jean Gordon To: adufutse Sent: Sunday, February 22, 2009 7:04 AM Subject: Re[2]: Test for Validity Could you also send me the reliability information for each.