Perceptions of Consumers in Fast Food Restaurants in Campos dos Goytacazes: An Exploratory Multicriterial Analysis Using the DINESERV Approach
DOI:
https://doi.org/10.23925/2178-0080.2023v25i3.52263Keywords:
AHP, DINESERV, fast food, quality serviceAbstract
The service sector has become increasingly crucial in post-industrial society, with the food service sector playing
a prominent role in the economy of many countries. This work aims to evaluate the quality of service in fast food
restaurants using the Analytical Hierarchy Process (AHP), which helps to interpret prioritization in a multicriteria
decision problem. A questionnaire was used based on the DINESERV. A factorial analysis reorganized the original
five dimensions into six criteria: Premises, Menu, Decoration of the Environment and Appearance of the Staff,
Reliability, Responsiveness, Safety, and Empathy. According to the results, the criteria that had the most significant
impact on this decision were the Menu, Decoration of the Environment, and Appearance of the Staff. This decision
were the Menu, Decoration of the environment, and Appearance of the Staff.
Metrics
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