تقييم الزبائن للمحيط المادي و العاملين في مطاعم الوجبات السريعة KFC : دراسة تحليلية ميدانية

Abstract EN

This study aims at evaluating the physical surrounding and personnel as part of services quality in fast food restaurants in Amman by a sample of clients in the KFC restaurants.

This study determines the effects of a set of demographic variables and number of visits on the evaluation.

A sample of 400 persons was used for the purpose of this study.

The findings indicated that the quality of services according to physical surrounding and personnel was positive.

Also, the findings assured that there were no effects attributed to demographic variables and number of visit on services quality evaluation.

Finally, the study presents a set of recommendations that may improve the personnel performance through training on modem technology used to provid the services in fast food restaurants.