.Mohsin et al. Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants. By critically analysing these tools through the views of past research, it will provide a better understanding of which tool should be used in the current study. The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. One way of measuring the service provided is to ask customers to give feedback through certain tools. This shows that the SERVQUAL scale is valid and the results gained from a study are likely to be reliable, however it must be taken into account that the trait validity and the reliability will vary depending on the type of industry that is being evaluated.
International Journal of Business and Management, 6 7 —
Are highly satisfied restaurant customers really different? Although other models have been proposed which directly measure service quality in fitness centres they have not received the same support that the SERVPERF scale has. For example, just after a person has experienced a holiday they may think it was average or below average but as the person looks back over a period of time then they may feel that it was an enjoyable experience. The positive and negative discrepancies are calculated through subtracting customer perceptions from expectations.
However, if the results are negative then the organisation knows that the plan they have implemented needs to be altered. This shows that the SERVQUAL scale is valid and the results gained from a study are likely to be reliable, however it must be taken into account that the trait validity and the reliability will vary depending on the type of industry that is being evaluated. We guarantee your paper will be written by an appropriately qualified and experienced writer. Perceptions of Chinese restaurants in the U. During my spare time I participate in extracurricular activities, running sports clubs such as football, table tennis and badminton. This was a good plan as it allows an organisation to see how far away they are from closing the service quality gap.
How restaurant features affect check averages: a study of the Toronto restaurant market. The previous studies regarding service quality in restaurants have covered major service quality concerns but many of them have ignored hybrid nature of restaurant services.
Y Y Y Y Zhang et al. A Fast Food Restaurant, also known as a Quick Service Restaurant QSR within the industry, is a specific type of restaurant characterized both by its fast food cuisine and by minimal table service. After two stages of purification, the SERVQUAL scale was adapted from a model with ten dimensions to five; tangibles, reliability, responsiveness, assurance and empathy Parasuraman et al, Mohsin et al. These ten dimensions were regrouped in the well known five dimensions in the SERVQUAL model Parasuraman, Zeithaml and Berry which include tangible, reliability, responsiveness, assurance, and empathy. Hence, service quality is defined as customer perceptions and how well a service meets those expectations.
Restaurant business, 99 1 , Stevens et al. A key feature of the services is inseparability, as it clearly highlights consumer-employee interaction as a vital part of production and consumption of a service Chelladurai and Chang, How restaurant features affect check averages: a study of the Toronto restaurant market. The relative importance of food, atmosphere and fairness of wait.
Summary of literature review A variety of different models and tools have been assessed in the literature review. Hotel guest satisfaction among business travelers: What are the important factors? When it comes to food, we can note the change in the eating patterns of people starting from the era of hunting and gathering for food. Effect of experiential value on customer satisfaction with service encounters in luxury-hotels restaurants. This research will seek to close the gap in this field of study. A Fast Food Restaurant, also known as a Quick Service Restaurant QSR within the industry, is a specific type of restaurant characterized both by its fast food cuisine and by minimal table service.