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Abstract
Employees’ performance has been among the most influential management concepts in hospitality for the past thirty years. It is the key to providing super customer service in the ultra-competitive service industry. Employees’ performance is claimed to be a technique which will both encourage the necessary level of commitment to organizational goals and enhance the overall quality of services offered when introduced correctly
The present study provides an overview of the employees’ performance in fast food restaurants in Cairo and its prospective impact especially upon service quality.
A questionnaire form is used to survey the selected population. 1250 copies are distributed in local chains of fast food restaurants and 1217 ones are obtained (97.36% it’s response rate).
Most of respondents being surveyed emphasized that they like eating outside and they recommend service speed to be the first variable to choose a restaurant. Besides, employees’ performance in QSRs was good, on the other side, service quality in fast food restaurants was still below the desired standard.
Specific recommendations concerning the issue being researched. were suggested
Key words: Employees’ performance, Service quality, Egyptian fast food operations and local restaurants chains.