SERVICE QUALITY: AN ASSESSMENT OF GAPS IN RESTAURANTS OF BILASPUR CITY. (original) (raw)

GAST006 a Study of Consumer Satisfaction Towards Restaurants' Service Quality in Surabaya

2012

The restaurant industry in Surabaya has shown rapid growth recently. This requires the restaurant businesses to recognize their competitive advantages in order to win the competition. One of the competitive advantages is a good service quality that will create consumer’s satisfaction. This research is aimed to know the consumer’s satisfaction towards service quality of restaurants in Surabaya and to identify if there is significant satisfaction differences based on consumer’s demographic which are gender, age, occupation, level of education and level of income. The consumers of eleven upscale restaurants in Surabaya, Indonesia were surveyed to define their expectation and perception towards the service quality of the restaurants that they experienced based on the SERVQUAL model. SERVQUAL model has five dimensions such as tangible, responsiveness, reliability, assurance and empathy. The questionnaires used were five point Likert type scales which were distributed to 553 consumers who...

A LITERATURE REVIEW ON FACTORS AFFECTING SERVICE QUALITY IN RESTAURANTS

The major objective of any service is to meet need of the customers. Due to unique characteristics of services, measurement of service quality becomes very subjective. But researchers have explored the area and have developed various instruments to measure the quality of the services. This paper attempts to study all research instruments, scale and techniques. The major focus of this paper is on " Restaurant Services ". The paper tries to summaries different dimensions and attributes pertaining service quality of Restaurants. Published research papers on service quality were collected from online data base and journals from libraries.

Factors Affecting Services Quality of Restaurants Business: A Study on Dhaka City

Dhaka University Journal of Business Studies, 2019

This study aims to determine the factors and its associated attributes of services quality in the restaurants of Dhaka city by evaluating customers' perception. A structured questionnaire survey of total 307 restaurant customers is carried out using a convenience and snowball sampling methods. Based on this data, a demographic profile of the customers is developed before conducting factor analysis and ranking of attributes from most satisfied to least, on a five-point Likert scale. Ranking of the attributes indicates that respondents are satisfied with given all attributes of satisfaction measurement. Besides, five major factors are extracted by factor analysis namely, Physical Appearance, Staff Behavior, Expediting Determinants, Foods Quality and Pricing. Therefore, this research explores an untapped area of study of customer satisfactions and suggests important managerial implications to improve current services quality of restaurant business in Dhaka city.

What are the Key Dimensions of Restaurant Service Quality? An Empirical Study in the City Restaurant Settings

2011

As customers are more exposed to different types of restaurant settings, they developed a complex set of attributes for selecting a restaurant for their excellent dining experience. The first competition, customers' changing lifestyles and growing desires are features that shape restaurant marketplace. Thus, restaurant managers should be prepared to meet these challenges. One approach in gaining competitive advantages and ensuring sustainable business performance is to focus on service quality. The main purpose of this study is to empirically investigate service quality in Croatian city restaurant settings. The main goals are to assess restaurant customers' expectations and perceptions and to identify main dimensions of perceived and expected city restaurant service quality. The data were collected using self-administered questionnaire. The questionnaire was designed in accordance with Stevens et al. (1995) and Andaleeb and Conway's (2006) research. It contained seven aspects of restaurant service, namely tangibles, reliability, responsiveness, assurance, empathy, price and satisfaction. The empirical research was conducted in March and April of 2010. Questionnaires were distributed in 31 restaurant settings in city of Rijeka. In order to meet study goals, descriptive, bivariate (t-test) and multivariate (exploratory factor analysis and reliability analysis) statistical analyses were conducted. The sample contained both domestic and international restaurant customers. The findings imply that for the majority of service attributes customers' expectations scores are higher than their perceptions scores. The study also identified five factors that best explained expected service quality and eight factors that best explained perceived service quality in the city restaurants.

Measuring Service Quality Perceptions of the Customers of Restaurants in Pakistan

2013

This study aims to descriptively analyze different service quality attributes and ranking ofservices in renowned and successful restaurants.A sample of 407 customers of 10 reputed restaurants was gathered, operating in vicinity of twin cities of Islamabad and Rawalpindi of Pakistan, using a bilingual survey instrument to measure service quality perceptions of customers.Five service quality attributes of restaurant staff, tips, tangibles, convenience, and food quality were used and their relationship with overall satisfaction was measured. Besides, key reasons to visit a restaurant werealso inquired. Majority of the participants was comprised of private sector employees and students. Results of current study will be beneficial for the restaurants' managers in knowing customers evaluations and formulating future strategies accordingly.

INFLUENCE OF SERVICE QUALITY IN RESTAURANT AND ITS IMPACT ON CUSTOMER SATISFACTION

IAEME PUBLICATION, 2021

In the hospitality industry improved service quality is essential to make customer happy. The rapid growth of the hospitality industry in the first decade of the 21st century forced the managers to evaluate the importance of service improvement in order to gain competitive advantage. The main objective of this research is to study the influence of different service quality factors in restaurant and its impact on customer satisfaction. The service quality dimensions in restaurants such as service quality of staff, menu diversity factors and atmospherics factors play a vital role in restaurant segments as it could create a strong positive mentality towards the services offered. The current study evaluates the influence of service quality dimensions on customer satisfaction in restaurants through correlation and ANOVA techniques.

Customer Satisfaction Analysis of Restaurant Industry: An Empirical Study on Rangpur City

International Journal of Management and Accounting, 2021

At present, the service industry makes an important contribution to World's GDP, especially in Bangladesh. Customer satisfaction is one of the Catchwords of every service industry. The study is conducted to identify some key factors of customer satisfaction in the restaurant industry. In the Rangpur city area, 20 restaurants were selected to conduct the study. This research is based on an empirical study. Simple random sampling methods were used to select 120 customers. 5 points Likert scale and open-ended questions were used to prepare a questionnaire. This study tried to adjust customer’s perceptions with service quality for the customers’ satisfaction with the restaurant industry. Undesirable perceptions of customers were found concerning product and service quality, pricing policy, the value of the restaurant, and loyalty of those restaurants side by side concerning waiters' service and space convenience customers' perceptions were encouraging. Based on findings it w...

Factors Affecting Customer Satisfaction towards Restaurant Services–A Study on Northern Part of Bangladesh

Journal of entrepreneurship and business innovation, 2022

The aims of the study is to explore the components influencing customer satisfaction in the restaurant services in Bangladesh. The method of the study is both quantitative and qualitative based on primary and secondary data. Primary data and secondary data of 520 participants has gathered using questionnaire survey from the consumers of various restaurants placed in Northern part of Bangladesh and the books, articles and government publications respectively. Collected data will be analyzed and interpreted by applying the SPSS software followed by the research objectives. The main findings of the study are that the standard service, delicious food, numerous item, payment of money, lengthy service, availability, pure quality, neatness, surroundings, furnishing design and decor, Staff's behavior, look of the staff, employee's awareness and place of the restaurants are immensely associated on pleasure of customers on restaurant services. Among them delay in serving for the food, neatness of the restaurant, supply of food, furnishing design and decor, look of the staff and place of the restaurant affect remarkably on customer satisfaction. 3.66 is the average mean value of the elements. Price occupies the bellow mean value of 2.88 and place has the top most mean value which is 4.18 which shows the satisfaction and disappointment of customers regarding foods. So, the study recommends some ways for service marketers to enhance the customer's satisfaction by formulating adequate policy and strategy by considering the satisfaction and dissatisfaction criteria and also concludes that the study provides some tactics to take better decision of

Effect of Quality of Restaurant on Customer Satisfaction

Lahore City is famous for its food and culture in all over the world. The objective of this study is to determine how the quality of restaurants effect on customer satisfaction in Lahore. Survey method has been adopted and information and data was collected through structured questionnaire. There were 539 customers selected randomly from small, large and full service restaurants. Restaurant Quality was measure on the base of six dimensions: Price, Menu, Food Quality, Seating arrangement, Cleanliness and Service Quality. The demographic profile of customers are presented using frequency distribution. Moreover, considering six restaurant's quality dimensions as independent variables and customer's satisfaction as dependent variable, regression analysis has been performed. It has been reveled from results that of restaurant's quality dimension has positive and significant impact on customer's satisfaction. , regression