To define the key performance indicators and factors affecting the sustainable success of the fast dining business in Thawes area, Bangkok

Abstract

The objectives of this research are to study factors affecting the sustainable success and define the key performance indicators. The research instruments used for data-gathering were semi-structured interview. The results of the interviews were created by using independent variables in questionnaire. The populations of this research are the 54 fast dining business entrepreneurs within 500 metres around the Thawes Area. The information collected by 54 questionnaires with a 100% response rate and analyzed and processed by computer. The results were as follows : There are three main factors affecting the sustainable success of the fast dining business in Thawes area which are internal operation, social responsibility and environmental responsibility. Internal operation composed of reasonal pricing, fast services, constant tasty, great hospitality and always keep a good standard. Social responsibility consisted of fresh ingredients, cooking process with heath concerns, clean kitchen, pricing display and following the law of minimum wage employment hiring. Environmental reposibility are include using uncontaminated seasoning, reliable source of food ingredients, non-toxic cooking material, unexpired seasoning and safe tableware and food container. The result can lead to 10 key performance indicators. It’s include customer satisfaction towards services, customer satisfaction on the constant taste, customer satisfaction on resonable pricing, customer confidence in food standard, customer confidence in freshness of food ingredients, customer confidence in the cleanliness of food, customer confidence in the cleanliness of cooking material and kitchen, customer confidence in clear pricing display, employees satisfaction on their wage and customer confidence on the safety of food. The suggestions were that the entrepreneurs should improve their business to earn more profit and train their employee for a successful service. Related educational Institution and government sectors must be coordinated to develop entrepreneurs in fast dining business to maximize ability for a sustainable success.