In this paper, multi criteria decision making approach been used to determine service quality of fast-food restaurants in Turkey. To measure service quality of fast food restaurant, a hybrid method, AHP and TOPSIS methods together, has been used. We have decided to choose 10 nationwide fast-food restaurants. 228 participants attended to a survey which consists of 20 questions. Afterwards, 6 criteria has been decided using exploratory factor analysis.5 restaurant mangers’ opinions, as expert, have been collected for the relative comparisons of the criteria. The weight of the criteria obtained by the AHP method is used in the TOPSIS method for the final comparison of the 10 fast-food restaurant. The results of the study produced an enriched perspective to determine the service quality of fast-food restaurant as well as the best restaurants and major criteria from consumer perspective.
Measuring the Service Quality of Fast-food Restaurants in Turkey Using a Hybrid Multi Criteria Decision Making
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