A Qualitative Analysis of the Customers’ Perceptions of the Restaurant Services in Bengaluru

Abstract

The purpose of this qualitative study is to know the expectations and perceptions of customers on different services offered to them in restaurants, along with the estimation of the gap that exists between them. A sample of 250 respondents with different demographic profiles has been selected for conducting the study. The different dimensions that are considered for the study include tangibility, reliability, responsiveness, assurance and empathy. The results of the study concluded that the highest expectation of the customers is on sincerity in providing error-free service followed by providing a menu for diet and offering prompt services to customers even during peak hours. The lowest perception is on creating a feeling of safety and a pleasant environment followed by individual attention to customers and staff availability as and when needed. The analysis of the gap between expectations and perceptions of customers in various dimensions indicates that there is a gap in every dimension except in the tangible dimension. The highest gap was found in the responsiveness dimension followed by the reliability dimension and assurance dimension. The lowest gap is found in the empathy dimension.