Understanding customer satisfaction in the UK quick service restaurant industry

Abstract

Please find below explicit responses to the comments from the three original reviewers of the submission. Original comments are followed by responses in bold text. Reviewer: 1 2. Relationship to Literature: Does the paper demonstrate an adequate understanding of the relevant literature in the field and cite an appropriate range of literature sources? Is any significant work ignored?: In review of previous research it is necessary to add articles from eminent authors who deal with the concepts of research. Further citations have been incorporated in support of the major conceptual sections of the paper, most notably those relating to the SERVPERF and DINESERV models. 3. Methodology: Is the paper's argument built on an appropriate base of theory, concepts, or other ideas? Has the research or equivalent intellectual work on which the paper is based been well designed? Are the methods employed appropriate?: It is necessary to describe in detail method of data collection, sample, respondents, questionnaire and measurement scale. Additional information now incorporated into the relevant sections of the paper. Reviewer: 2 2. Relationship to Literature: Does the paper demonstrate an adequate understanding of the relevant literature in the field and cite an appropriate range of literature sources? Is any significant work ignored?: The paper requires a more of scientific citations and recent literature. As noted above, further citations have been incorporated in support of the major conceptual sections of the paper, most notably those relating to the SERVPERF and DINESERV models. This also includes more up-to-date studies. 4. Results: Are results presented clearly and analysed appropriately? Do the conclusions adequately tie together the other elements of the paper?: Everything are clearly and the conclusions are adequate, but statistical analysis is not sufficiently complex for this type of research. The statistical analyses undertaken here are adequate for hypothesis testing within the conceptual framework utilised for the study of perceived service quality. The methods and analysis are logical and, furthermore, are suitable for pulling out significant relationships. The approach also represents a standardised approach to investigating the substantive issues of the study. Two other reviewers have supported the approach as valid and have not problematised methodological and analytical design.

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