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SATISFACTION-A Case study of Fast Food industry in Pakistan

This study explores the relationship mainly between customer satisfaction and Information technology in the Hospitality services (example) KFC Pakistan. This paper explains how data explodes from information system’s which guides the restaurant/sales operation team for daily work and also help the potential customers for better services. The Information technology is the tool for getting operation excellence while we know that product quality, customer services, Ambience are significant variable in the fast food industry. In this paper we are also examining fast food chain on the basis of information system. The research objective is to visible IT impacts on the business unit level which correlates to organizational performance. The hospitality & IT services are directly involved in the positive attitude of the customer which reflects in the customer satisfaction and customer loyalty. Business performance metrics are maintained to be used in the pre and post implementation phases for result comparisons in fast food chain to determine IT service like webpage, online delivery, CRM with hospitality service variables impact on the customer satisfaction.