Study on I' Internal customer satisfaction and commitment in ) Quick Service Restaurants

Abstract

The purpose of the present study is to gain a better understanding of the internal custoinet satisfaction and organizatioi1al commitment of quick service restaurant chains in Cairo. The study also focuses on revealing the fact01's that affect their level of satisfaction. Research was conducted through a survey instrument consisting of job-satisfaction, and organizational commitment questions adopted from the validated Minnesota job satisfaction and Organizational Commitment Questionnaires. From 500 employees (the sample size) who had worked at these food service operations, 45% of their responses were valid. Responses from the survey were statistically analyzed with statistical package for social sciences (SPSS) including frequencies analysis, cross tab, descriptive analysis and stepwise inultiple regression analyses. Results of

the study indicated that level of satisfaction:•• nd commitment is high; oppourtunties fot' promotion is the most contributing factor in this level then job stress, leadership, rewards and finally empowerment. The results also revealed that there were significant :diffei•ences in employee's responses according to thei1' job level. Tl1is t'esearch should help foodservice managers understand the relationshiiJ between job satisfaction and commitinent.