The Provision of Wi-Fi Service in Quick Service Restaurants: An Analytical Study from Customers' and Managers' Perspective

Quick service restaurants around the world have installed Wi-Fi equipment to blanket their premises with wireless access to the internet. Internet access may be the tool that attracts new customers, holds customer loyalty, and increases sales in hospitality industry establishments. Offering free Wi-Fi helps to generate revenue thus ensuring the food outlet to stay competitive. This research aimed to investigate the Wi-Fi services in quick service restaurants (QSRs) from customers and operators perspectives. To attain the research aim, the following objectives were targeted: identify the benefits and barriers of the Wi-Fi services and examine the effects of providing Wi-Fi service on customer satisfaction and loyalty. The study revealed provision of Wi-Fi services affects the customer satisfaction and loyalty, there is not a statistically significant difference between customers concerning the Importance of the provision of Wi-Fi service according to their demographics profile except the gender, there is not a statistically significant difference between customers concerning the customer experience about the provision of Wi-Fi service according to their demographics profile, There is not a statistically significant difference between managers concerning advantages of the provision of Wi-Fi service according to their demographics profile and There is not a statistically significant difference between managers concerning disadvantages of the provision of Wi-Fi service according to their demographics profile except age of managers.