Customer satisfaction is one of the most common and important aspects of any organization, particularly in fast-food industry. Due to market competition and availability of industries, an organization needs to focus on the degree to which a customer is satisfied with its products or services of the organization. This research paper is based on an empirical analysis on customer satisfaction level in fast food industry among the major competitors who opened up their stores inside the shopping malls to hook more customers in the twin cities of Odisha (Bhubaneswar & Cuttack). The failure or success of a fast-food industry is based on some variables like availability of multi- food brands, clean materials for service, clean hand wash basins, adequate menu chat, adequate hand wash, shops & sanitizer, clean appearance of the employees etc. To find which factors have greater influence on consumer satisfaction, fast food restaurants customers were targeted. These restaurants were KFC, Burger King, Wow! Momo, Pizza Hut, Domino's, Wheelies, Tea Junction, Curlees Café, Delhi Darbar, Bhook etc. Total number of customers who were targeted was 400. This study is carried out in selected 10 shopping malls having FFRs. Unstructered interview schedule technique was used to collect data from the selected FFRs. Multiple Descriptive statistics and ANOVA method are applied on the data collected through respondents by interview schedule. Findings of the study shows that availability of multi- food brands, clean materials for service, clean hand wash basins, adequate menu chat, adequate hand wash, shops & sanitizer, clean appearance of the employees are the key factors for satisfaction and attraction towards FFRs.
Jena et al. (Sun,) studied this question.