A Study of Motivation Factors among Frontline Employees in Quick Service Restaurants: A Human-Centric Perspective
DOI:
https://doi.org/10.54741/MJAR/6.3.2026.320Keywords:
frontline employees, employee motivation, quick service restaurants (QSRs), human-centric approach, job satisfaction, employee engagement, service qualityAbstract
Frontline employees are central to service delivery and customer satisfaction in Quick Service Restaurants (QSRs), yet they frequently operate under high workload pressure, demanding schedules, and limited career advancement opportunities. This study examines the motivation factors influencing frontline employees in the QSR sector from a human-centric perspective, emphasising the importance of employee well-being, dignity, and engagement. The research analyses both intrinsic motivation factors—such as recognition, job satisfaction, and opportunities for personal growth—and extrinsic factors, including compensation, training, job security, and managerial support. Primary data were collected through a structured questionnaire administered to frontline employees working in selected QSRs. The study employs descriptive and inferential statistical techniques to identify the most significant determinants of employee motivation. The findings reveal that supportive leadership, fair reward systems, positive work environments, and opportunities for skill development play a crucial role in enhancing employee motivation and reducing turnover intentions. The study concludes that adopting human-centric motivation strategies can improve employee performance, service quality, and long-term sustainability in the QSR industry.
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