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

Measuring the factors that contribute to the quality of services in the restaurants in Republic of Macedonia

European Journal of Economics and Business Studies

The study examined the consumer behavior in the restaurant businesses in Macedonia. Aside from the data analyses for the differences of the perceptions of the factors that contribute towards the decision for visiting the restaurants among restaurant’s employees and consumers, this paper contains the data about the factors that influence the customer satisfaction. Additionally, the research provides information about the main tools that customers use in order to inform themselves for different offers and services in different restaurants. The research has been based on the measurements for making analyses of the following factors: Quality, Accessibility, Food Decoration, Customer Care, Innovation, Taste of the food, Price, Hygiene, Ambience and Promotion. Based on the founding’s, the data gives clearer picture for the focus, opportunities and challenges for developing the marketing strategy in the restaurant businesses in Macedonia. Additionally, the conclusions give directions for i...

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.

THE VITAL COMPONENTS OF RESTAURANT QUALITY THAT AFFECT GUEST SATISFACTION

Nowadays, the trend of dining in restaurants has become quite prominent in Serbia. Frequent restaurant visits are not only the reflection of satisfying hedonistic needs, but also the result of increasing number of single-person households as well as adjustment to the European business hours.

Service quality model for restaurants

2018

The focus of this research is the creation of a model for service quality measurement in restaurants in R. Macedonia. In order to determine the factors which represent the basic determinants of the concept of service quality it is applied the factor analysis with the method of principal components and varimax rotation. The research has been conducted in total of 7 restaurants in R. Macedonia. There are 304 processed questionnaires. Moreover, there are six factors identified which best explain the perceptive service quality in restaurants, such as: responsiveness in restaurants, tangibles, reliability, assurance, food quality and empathy. The value of Cronbach alfa coefficient is greater than 0,8 which shows that the model is acceptable and adequate for the evaluation of service quality in restaurants

Investigating the Perceived Service Quality in Croatian Restaurant Industry Using Dineserv Model

The purpose of this study is to assess perceptions of restaurant customers and to determine the factor structure of perceived restaurant service quality. A modified DINESERV model was applied. The model was tested on the sample of 32 restaurants on the Opatija Riviera (Croatia), resulting with 156 usable questionnaires on which statistical analysis was performed. Results suggest a rather high perceived service quality, explained with two main dimensions, namely “overall dining experience” and “restaurant ambience”.

Examination of the reliability and validity of an instrument for measuring service quality of restaurants

Journal of Foodservice, 2000

This study was an examination of the reliability and validity of a modified DINESERV instrument to fit the needs of specific establishments. A questionnaire was administered to a convenience sample of 504 customers in an American-style restaurant (n = 226) in Taiwan and a casual Italian restaurant (n = 278) in the US. Four dimensions, titled 'Product/Service', 'Reliability', 'Greeter' and 'Physical Environment', were identified by exploratory factor analysis. Empirically, these four dimensions of service quality in foodservice operations also were supported by the structural equation model developed in this study.

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.

Perceptions of restaurant managers about the quality of products and services offered to consumers. Case study: the city of Brașov

Revista de Turism: Studii si Cercetari in Turism, 2012

The present economic crisis has had a powerful impact on the restaurants in the city of Brasov, which have confronted themselves in the past years both with a decrease in the number of consumers, and with a reduction in the consumption of products and public food services. In this context, this survey aims to analyze the perceptions of the restaurant managers in the city of Brasov regarding the quality of products and services they offer to the consumers, by using, in this sense, one of the techniques that are specific to qualitative research that is the semi - directive in - depth interview method.

Perception of Service Quality in Restaurant Industry in Kazakhstan. Case Study of Almaty Restaurant

Zeszyty Naukowe Politechniki Częstochowskiej Zarządzanie

The most crucial role of restaurant enterprises is how a potential consumer perceives the meaning of service quality, i.e. the customer's personality in the spotlight when we consider the concept of 'quality'. Service is an intangible activity that is aimed at meeting the needs of a particular client. When assessing the quality of services, the customer compares what he/she received with what he/she would like to receive. Management needs to decide on how to effectively achieve better business results in order to survive in an extremely competitive market. Theory based information regarding service quality management has undergone several for management models and theories such as loss of concentration, which which in turn affects the quality of services based on management decisions the result. The management ś perception of service quality had the greatest impact on all decisions and this study focused on that. The objective of this study was to identify customers' perceptions of service quality in the restaurant industry and find ways to improve them. A qualitative research method was used and data was collected using in-depth questionnaires with both customers and employees.