Relationship Between Service Design and Service Quality the Case of High End Fast Food Restaurants in Nairobi (Kenya

Abstract

Service design and development is one of the aspects that lead to competitiveness in business. Service design includes both the development of a service concept and the design a system through which it is delivered. The term “fast food” is usually used to describe the products of ready to eat food retailers which are made using a systematized “just in time” mass production system. Service quality is a prerequisite for being in business. This was a case study of the relationship between service design and service quality in high and fast food restaurants in Nairobi. The study looked at service design and service quality from two perspectives of managers and that of customers of the high end fast food restaurants in Nairobi. The findings of the study was that there was a relationship between service design and service quality as seen from the fact that the managers were seen to be employing a service design concept that has a high service quality in it and the customers were seen to be responding to the service design concept.