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Enhancing Employee Responsiveness to Non-Communicable Diet Related Diseases and Customer Satisfaction in Port Harcourt Quick Services Restaurants

Year: 2024

Type: article

Abstract: The aim of this study of is to investigate the impact of employee responsiveness on non-communicable diet-related diseases and customer satisfaction in quick service restaurants. This descriptive study was conducted in Port Harcourt, Rivers State, Nigeria with the following quick-service restaurants (QSRs), Kilimanjaro, Genesis Fast-food Restaurants, Chicken Republic, Kentucky Fried Chicken Fast-food, and Domino’s Pizza. 206 participants from 20 years and above representing a diverse demographic comprising male and female. The gender distribution of respondents showed a slight male majority (56.3%), with females making up 43.7%, percentage distribution of age 38.3% (31-40), 35.4% (21-30) age group, 99.0% had tertiary education, 80.6% visited QSRs monthly, with Kilimanjaro being the most popular (37.9%), followed by Genesis and Chicken Republic. The impact of employee responsiveness on consumer satisfaction in quick service restaurants, focusing on non-communicable diet-related diseases based on gender, the t-test result shows no significant difference between male and female responses. Independent t-test of customers' recommendations for improving Quick Service Restaurants' responsiveness to Non-Communicable Diet-Related Diseases showed statistical significance with female having higher ratings. The mean ratings across different age groups on how employee responsiveness affects customer satisfaction was not statistically significant 51-60 age group was highest while <21 age group was lowest and ANOVA result showed no statistical significance across age groups How different age groups rated their recommendations for improving responsiveness to diet-related diseases. <21 and 21-30 age groups have the highest mean ratings >60 groups gave the lowest rating with statistical significance.

Source: Annals of Innovation in Medicine

DOI: 10.59652/aim.v2i4.348

Authors: Opubo Clifford Opusunju, Esther Joseph Azubuike, Joy Johnson

Institution: PAMO University of Medical Sciences

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDGs: Good health and well-being, Decent work and economic growth

Open Access status: hybrid

OpenAlex ID: W4405308471