Expectation versus Experience: A Demographic Study of Service Quality Gaps and Consumer Satisfaction in Highway-Based Food Service Outlets

Abstract

This study examines how demographic factors such as age, gender, occupation, and income influence customer satisfaction in food outlets. Based on data from 600 respondents across various outlet types, the analysis reveals that age and income significantly impact satisfaction, particularly regarding ambiance and value for money. The findings highlight the importance of tailoring services to demographic preferences to improve customer experiences.