Topic:Service quality management in McDonalds.

Based on McDonalds answer the following questions :

Give an example of a group of the COMPANY's customers (hereinafter: CUSTOMERS). Justify why those groups may be considered customers according to ISO definition.

Give an example of a group of COMPANY's stakeholders (different than CUSTOMERS). Justify why that group may be considered stakeholders according to ISO definition.

Give an example of service (hereinafter: SERVICE) provided by the COMPANY for CUSTOMERS. Justify it is actually a service according to ISO and AMA definitions. Give an example of inseparability, variability, and perishability aspects of that service.

Regarding the SERVICE, give an example of interrelated basic, management, and auxiliary processes in the COMPANY (one example for each process type). For each process, define its: supplier, inputs, key process activities, and outputs.

Based on the definition ofempathy in SERVQUAL, please formulate a question to the CUSTOMERS to measure the SERVICE perceived performance in terms ofempathy. The question should be as specific to the COMPANY as possible.

Based on the definition ofresponsiveness in SERVQUAL, please formulate a question to the CUSTOMERS to measure the SERVICE perceived performance in terms ofresponsiveness. The question should be as specific to the COMPANY as possible.

In your opinion, which gap (from no. 1 to no. 4 from the Gap Model) should be the most critical for the perceived quality of the SERVICE? Justify your opinion.

Give an example of atechnical quality aspect of the SERVICE. Justify why it is actually a technical quality aspect according to the Grnroos model.

Give an example of afunctional quality aspect of the SERVICE. Justify why it is actually a technical quality aspect according to the Grnroos model.

Give an example of a possible situation in which CUSTOMERS, regarding the SERVICE, may simultaneously perceive its quality as high and perceive its value as low. Justify your example referring to the definitions of service quality perception and service value perception.