The quality of customer service within a fast-food restaurant reflects a competitive advantage and the success in its performance shows the level of consumer satisfaction with the service that is delivered to the customer. The present research work has as general
objective to determine the relationship between the quality of service and customer satisfaction in the KFC fast food restaurant in Panama in the year 2021. The present research uses a quantitative method, while the design The research will be descriptive, explanatory, cross-sectional since it measures the data in a single moment of time, where the variables will be quality of service as an independent variable and customer satisfaction as a dependent
variable. As for the methods and procedures of data and information collection, surveys were carried out. For the evaluations, a representative sample of clients was taken, to whom a
survey was applied, in order to know their expectations and experiences. The hypothesis was:
there is a significant relationship between quality of service and degree of customer satisfaction at the KFC fast food restaurant in Panama. The survey was applied to 25 customers who consume at the KFC fast food restaurant and consisted of 20 questions. In
order to determine your level of satisfaction based on the quality of service offered by this restaurant. Where the confirmation of the existence of a direct relationship between both variables is concluded. In conclusion, the information provided a clearer vision regarding customer perceptions, resulting in a high level of satisfaction regarding the service offered by the KFC restaurant, however, other consumers resulted in dissatisfaction regarding KFC's service., for which I believe that standards should be applied and quality improved to satisfy customers who do not feel comfortable.
Este obra está bajo una licencia de Creative Commons Reconocimiento-NoComercial-CompartirIgual 4.0 Internacional.
