Many investigators have documented a continuing decline in levels of fast food restaurant service and customer satisfaction. However, much less information is available regarding the differences in perception between fast food customer service employees and customers. The purpose of the study was to determine how the perception of frontline customer service employees and customers aligned in terms of quality of service in a group of fast food facilities. The theoretical foundation of this study was based on the customer satisfaction and the customer service theories. The methodology for this study was a quantitative comparative design using two survey instruments to gather data. Data were gathered from 150 customers and employees at regional Burger King stores in a major metropolitan area. Nine hypotheses were tested and data analysis included t-test and Mann-Whitney tests. Hypotheses were designed to test differences in perceptions of service quality and customer satisfaction among employees and customers. . The major finding of this study was that employees tended to perceive customers as more satisfied with services than customers reported themselves to be. The social change implications include using evidence to support changes in customer service practices that could result in increased customer satisfaction and increased patronage of fast food restaurants, both of which could increase service sector employment, salaries, and profitability.
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