以下是：
湖北大學成教經(jīng)濟學畢業(yè)論文，標題是：
西式快餐服務質(zhì)量管理對現(xiàn)代中式快餐發(fā)展的啟示

摘要：隨著著社會發(fā)展人們生活水平提高，人們的的生活節(jié)奏也不斷加快，隨之而興起的快餐業(yè)發(fā)展前景廣闊。以麥當勞為例的西式快餐憑借較高的品牌知名度、先進的管理經(jīng)驗、成熟的生產(chǎn)方式，擁有眾多忠實客戶并建立了較高的顧客忠誠度。中國快餐行業(yè)雖然起步較晚,但與西式快餐相比，具有更符合我國國情、人們的飲食習慣和中國人的口味的優(yōu)勢，現(xiàn)代中式快餐通過不斷的實踐和借鑒西式快餐的經(jīng)驗尋求一條適合自身發(fā)展的道路。質(zhì)量是企業(yè)立足市場的根本，是企業(yè)產(chǎn)品、服務、技術(shù)、管理等方面的綜合體現(xiàn)。服務質(zhì)量就是以服務的效用最大化及其溫馨、快捷、方便的傳遞過程來滿足組顧客的需求。[1]文章根據(jù)中式快餐的發(fā)展現(xiàn)狀，從服務質(zhì)量管理的角度研究中式快餐在服務質(zhì)量管理方面的不足，并分析以麥當勞為例的西式快餐先進的服務質(zhì)量管理經(jīng)驗，找出適合中式快餐自身特點提升服務質(zhì)量管理的方法 。
關(guān)鍵字：中式快餐、服務質(zhì)量管理、麥當勞、顧客滿意度

Western fast-food service quality management enlightenment for modern Chinese fast development

Abstract：With the social development and people's living standard improve, people’s pace of life is accelerating, which gives Chinese fast food broad development prospects. To set McDonald's as an example, Western-style fast food of high brand awareness, the advanced management experience, mature production mode, there are many loyal customers it has and build high customer loyalty. Compare with Western-style fast food, Chinese fast food industry has started late, but the advantages of modern Chinese fast food is more consistent conditions of people's eating habits and tastes in our country. Modern Chinese fast food through constant practice and learning from the experienced Western-style fast food company，then combine with self characteristic try to find a development path. Quality is fundamental market-based,it also enterprise products, services, technology, management comprehensive embodiment. Service quality is to maximize utility services and warmth, quick, convenient transfer process to satisfy group needs of our customers. According to current development of Chinese fast food, quality of service management from the perspective of Chinese fast food in lack of service quality management, and analysis to an example of Western-style fast food MacDonald’s advanced service quality management experience, try to find a suitable service quality management methods for Chinese fast food.
Key words：Chinese Fast Food ；
Service Quality Management；

MacDonald’s Company；
Customer Satisfaction