VEI5P131

Impact of Employee Performance and Service Quality on Customer Satisfaction in Quick Service Restaurants: A Study on Gopizza

Sanjana P S^1*, Suhas Raj M², Dr. Veena Ishwarappa Bhavikatti³

Abstract

The Quick Service Restaurant (QSR) industry has experienced rapid growth due to changing customer preferences, urban lifestyles, and increasing demand for fast and convenient food services. In this competitive environment, employee performance and service quality play a significant role in influencing customer satisfaction and organizational success. This research paper focuses on the impact of employee performance and service quality on customer satisfaction with reference to GoPizza. The study highlights the importance of human resource practices, employee training, teamwork, communication, operational monitoring, and customer interaction in improving service efficiency within the organization. The paper also examines how employee behaviour, complaint management systems, and operational efficiency contribute to customer loyalty and brand image in the QSR industry. The study is primarily based on secondary data, observations, and practical understanding of restaurant operations. The findings suggest that effective HR practices, employee engagement, operational tracking, complaint classification, and continuous service improvement significantly influence customer satisfaction and operational performance in quick service restaurants.

Keywords:

Human Resource Management; Employee Performanc; Customer Satisfaction; Quick Service Restaurants; GoPizza; Service Quality; Employee Engagemen; Complaint Management.