Restaurant Service Quality Research Articles

파인다이닝 레스토랑의 서비스품질이 고객가치와 고객 만족, 관계지속의도에 미치는 영향

Objective : This study examined the relationship between the service quality of fine dining restaurants and customer value, customer satisfaction, and relationship continuity intention. Methods : This study conducted a survey by using an online questionnaire from March 1 to March 30, 2024, on a total of 259 subjects. Results : The analysis results are as follows:First, the service quality of fine dining restaurant positively affected customer value. Second, the service quality of the fine dining restaurant was found to have a positive effect on customer satisfaction. Third, the service quality of the fine dining restaurant had a positive effect on the relationship continuity intention. Fourth, customer value positively affected customer satisfaction. Fifth, customer value had a positive effect on relationship continuity intention. Sixth, customer satisfaction had a positive effect on relationship continuity intention. Implications : Based on these results, this study suggested a plan to improve the service quality of fine dining restaurants.

From Taste Buds to Loyalty: How Food and Service Quality Influence Customer Satisfaction and Repeat Intentions in Hotel Restaurants

Customer satisfaction with food and service quality in hotel restaurants is a crucial driver of repeat intentions, directly influencing guest loyalty and long-term business success in the hospitality industry. This study examines the factors that affect customer satisfaction with hotel restaurant offerings and the subsequent impact on customers' intentions to return. The researchers gathered the data for this study using a quantitative research design and customer questionnaires. A 95% response rate was collected and analyzed using SPSS software. Next, the researchers quantitatively analyzed the survey responses using statistical methods to measure customer satisfaction levels and identify key variables influencing repeat intentions. The results of this study have practical implications for hoteliers and restaurant managers looking to improve customer satisfaction and encourage repeat business. Emphasizing continuous staff training, maintaining high food safety standards, and creating a welcoming ambiance are key strategies to enhance customer experiences. Ultimately, understanding the dynamics of customer satisfaction and its direct link to repeat intention can assist hotel restaurants in building enduring guest relationships and establishing a competitive edge in the hospitality market

A Study on the Impact of Service Quality in Japanese Restaurants on Customer Satisfaction: The Moderating Effect of Perceived Value

A Study on the Impact of Service Quality in Japanese Restaurants on Customer Satisfaction: The Moderating Effect of Perceived Value

The Impact of Restaurant Service Quality on Online Word-Of-Mouth of Customers in Ho Chi Minh City: The Mediating Role of Customer Satisfaction

The Impact of Restaurant Service Quality on Online Word-Of-Mouth of Customers in Ho Chi Minh City: The Mediating Role of Customer Satisfaction

Evaluation and improvement process in quality of service: case studies of restaurants in Manabí

The objective of this research is to evaluate the quality of restaurant services of Manabí, a local offer of Ecuador; as a basis for systematic improvement. Through a descriptive, non-experimental and cross-sectional study; Difference 5 of the Servqual Model was contextualized, adding the aspects of convenience of schedules, attractiveness and understanding of the menu, value for money; among others; which integrated with improvement tools through time study, constitutes the main contribution of the study. Its application in two Manabí restaurants allowed the validation of the usefulness of the proposed instrument for the evaluation and improvement of the quality of restaurants in the Manabí context. In the case of a traditional restaurant, a reduction in service times was achieved by determining effective service standards during peak hours; In the modern one, the need for differentiation strategies based on age is established.

Exploring The Service Quality of Different Fast-Food Restaurants in Faisalabad City

Background: The fast food industry in Faisalabad has experienced significant growth, making the evaluation of service quality an important area of study to sustain this growth and competitive edge. Previous research has emphasized the importance of service dimensions such as tangibility, assurance, reliability, responsiveness, and empathy in shaping customer satisfaction and loyalty, particularly in the context of rapid globalization and increasing customer expectations. Objective: This study aimed to assess the impact of service quality dimensions on customer satisfaction within international fast food franchises in Faisalabad, with a focus on identifying key areas for improvement to enhance overall restaurant performance. Methods: A systematic random sampling method was used to select 300 participants aged between 18 to 35 years from prominent fast food franchises. Data were collected using a structured SERVQUAL questionnaire, which measured five dimensions of service quality. Statistical analyses, including descriptive statistics and reliability testing, were conducted using SPSS version 25.0 to evaluate the data. Results: The results indicated a generally high level of customer satisfaction, with 65% to 75% of respondents expressing satisfaction across the service dimensions. The dimensions of reliability and responsiveness were particularly noted for their positive impact on satisfaction levels. The mean scores for service dimensions ranged from 3.74 to 4.00, demonstrating a favorable reception of service attributes. However, the assurance dimension scored lower in terms of internal consistency (Cronbach's Alpha = 0.551), suggesting variability in this area. Conclusion: The study confirmed that service quality significantly influences customer satisfaction in the fast food industry in Faisalabad. While the majority of customers are satisfied with the current level of service, continuous improvements in staff training and operational efficiency are recommended to further enhance customer satisfaction and loyalty. Keywords: Fast Food Industry, Service Quality, Customer Satisfaction, SERVQUAL Model, Faisalabad, Systematic Sampling, SPSS Analysis, Reliability Testing, Service Dimensions.

Service quality and customer loyalty in halal ethnic restaurants amid the COVID-19 pandemic: a study of halal Uzbekistan restaurants in South Korea

Service quality and customer loyalty in halal ethnic restaurants amid the COVID-19 pandemic: a study of halal Uzbekistan restaurants in South Korea

Kako kultura oblikuje iskustvo gostiju u restoranu - analiza Hofštedeovih dimenzija i kvaliteta usluge

Purpose - This study aims to determine the impact of cultural traits on restaurant service quality and infer implications for the hospitality sector. Specifically, it investigates which of Hofstede's cultural dimensions correlate with superior service. Methodology - The research analyzes 35,000 customer reviews from restaurants in 80 capitals worldwide. It employs a multivariate multilevel model to explore the effects of cultural dimensions on service ratings, complemented by qualitative evidence. Findings - The results reveal that positive customer service evaluations are significantly linked to low power distance, high uncertainty avoidance, and low indulgence (restraint). Additionally, sector-specific cultural traits such as collectivism for hotels and uncertainty avoidance for restaurants are found to be crucial. Implications - This study provides both theoretical and practical insights into the cultural influences on hospitality service quality. It offers valuable guidance for leveraging these insights in staff recruitment and training, ultimately enhancing service delivery and business performance in the hospitality industry. By understanding and integrating cultural dimensions, hospitality businesses can improve their service quality and customer satisfaction.

The Effect of Accommodation and Restaurant Service Quality on Tourist Interests in Visiting the City of Tidore Islands

As one of the important aspects in supporting the accommodation and restaurant business. Aautomatically, application of quality of service must be applied by all restaurants and accommodations anywhere, including restaurants and accommodation in the Tidore City. Because, as an area that is trying to improve and develop its tourism sector, of course, the implementation of service quality must be given special attention. Moreover, the quality of service is one of the important factors that affect the interest of visiting tourists to one tourist destination. However, the problem that occurs in the accommodation and restaurant sector in Tidore Islands City is that the level of awareness of the manager regarding the importance of quality of service has not been very good. This certainly greatly affects the interest of tourists visiting in the city of Tidore Islands. This research aims to look at the quality of accommodation services and the quality of restaurant services on their influence on tourist interests. The research method is a quantitative method, where researchers spread questionnaires about the quality of accommodation and restaurant services in Tidore City, so that it can be concluded that the good quality of service greatly affects the interest in tourists visiting. Keywords: Quality of service, Accommodation, Restaurants, Tourist Visiting Interest, Tidore Islands CityKeywords: Quality of service, Accommodation, Restaurants, Tourist Visiting Interest, Tidore Islands City

Understanding Hotel’ S Buffet Restaurant Assurance After Covid-19: A Case of Thailand

Purpose: The aim of this study is to examine tourist expectations and perceptions of hotel’s buffet restaurant assurance to obtain an overall understanding of restaurant assurance after COVID-19 situation. Theoretical framework: The concept of SERVQUAL, particularly assurance dimension, is employed to examine tourist expectations and perceptions of hotel’s buffet restaurant assurance. The study expects to expand the literature in the area of service quality of restaurant assurance. Design/methodology/approach: The questionnaire survey is employed to collect data from 384 participants through a convenience sampling method. Factor analysis and t-test are used to analyse the data. Findings: The results indicate that there are two factors associated with hotel’s buffet restaurant assurance, and they are identified as: 1) employee courtesy, knowledge, and service confidence and 2) sanitary restaurant environment. Both factors are related to common and new assurance attributes of buffet restaurant services. Practical & Social implications: The stuyd has expanded the knowledge of hotel’s buffet restaurant assurance based on the current situation. Assurance is a key element of several models used to assess restaurant service quality. The current finding helps to update the literature as well as assists restaurant managers to thoroughly understand tourists’ trust and confidence when dining in hotel buffet restaurants. Originality: The value of the study is the identfication of the two factors associated with hotel’s buffet restaurant assurance. This is an initial study to integrate the new normal services into restaurant’s new assurance attributes by examining tourist expectations and perceptions of hotel’s buffet restaurant assurance based on the current situation (after COVID-19).

The Effect of Service Quality of Green Restaurants on Green Restaurant Image and Revisit Intention: The Case of Istanbul

With the rise of environmental awareness, trends of avoiding food waste and reducing carbon emissions trends have generated green business opportunities for the food and beverage industry. In this industry, the competitive advantage provided by high service quality is an important factor. In this context, the effects of perceived service quality on green restaurants’ image and customers’ revisit intentions were investigated. Moreover, the effects of green restaurants’ image on revisit intention were discussed. The GRSERV scale was used to measure the service quality of green restaurants in İstanbul; a total of 356 questionnaires were collected. Partial least squares (PLS) path analysis showed that the perceived service quality by customers visiting green restaurant businesses has a positive impact on both green restaurant image and revisit intention. It has also been determined that green restaurant image has significant effects on revisit intention.

ІМПЕРАТИВИ РОЗВИТКУ ГОТЕЛЬНО-РЕСТОРАННОЇ ІНДУСТРІЇ В УМОВАХ ВОЄННОГО СТАНУ: ТЕНДЕНЦІЇ ТА ПЕРСПЕКТИВИ ВІДНОВЛЕННЯ

The article reveals the peculiarities of the imperatives for the development of the hotel and restaurant industry under martial law and identifies the priorities for the post-war restoration of this sector of the national economy. The article analyzes the key indicators of development of business entities in the field of temporary accommodation and catering, in particular, the number of employees, the number of operating business entities and the volume of products (goods, services) sold. The article analyzes tax revenues to the state budget of Ukraine from business entities in the field of temporary accommodation and catering. The author highlights a number of prospects for the restoration of the hotel and restaurant industry in the wartime and postwar periods. It is established that the hotel and restaurant industry of Ukraine, despite significant losses and damages, including destruction, needs to develop a strategic vision of the prospects for future activities It has been established that the post-war reconstruction of Ukraine has great potential for the development of the hotel and restaurant industry, as after the war many new opportunities for infrastructure development may appear, including hotels, leisure centers and recreation centers. This will lead to an increase in consumers of hotel and restaurant services. However, in order to fully realize the potential of the hotel and restaurant industry, it is necessary to take into account such aspects as improving the quality of hotel and restaurant services, developing effective marketing strategies, and supporting small and medium-sized businesses operating in the hotel and restaurant industry. Therefore, it is worth noting that the future of the hotel and restaurant business in Ukraine depends on the scale of destruction and the pace of reconstruction during the war and post-war periods, the migration processes of the population and potential employees in the hotel and restaurant business, and, above all, the level of solvency of the population as potential future customers. At the same time, the successful development of the hotel and restaurant industry will contribute to Ukraine's economic growth.

Service quality models: A review with respect to fast food restaurants

Service quality is a measure that indicates to what extent an organization delivers or provides service to its customers against the customers’ expectations. Service quality has been studied by many researchers, who have developed varied models to assess the service quality of a firm or business. This paper, being a conceptual paper, aims to review a few well-known service quality models and also give a gist of a few service quality models specifically developed for fast food restaurants. It also throws light on the disruptive technologies existing in the fast food restaurant industry. In the study, it was found that no single model can assess the service quality of all businesses in all circumstances. Models have to be modified or new models have to be developed based on the hour and environment. Technologies like artificial intelligence, big data, robotics, automation, etc., help enhance the service quality of a fast food restaurant

ОСОБЛИВОСТІ УПРАВЛІННЯ КОНКУРЕНТОСПРОМОЖНІСТЮ ПІДПРИЄМСТВА НА РИНКУ РЕСТОРАННИХ ПОСЛУГ

The article defines the peculiarities of managing the competitiveness of the enterprise in the field of restaurant services. It was determined that the modern economy of Ukraine determines specific requirements for increasing the level of competitiveness of these enterprises. The peculiarities of competition in the field of restaurant business are defined in detail, taking into account its rapid development dynamics. All specific factors affecting the field of hospitality have been analyzed. The essence and significance of increasing competitiveness, programs for its improvement, as well as managing the competitiveness of a restaurant enterprise are determined. The principles underlying the management of the competitiveness of restaurant business establishments are analyzed and characterized. A program for increasing competitiveness in restaurants has been schematically developed, which includes price and non-price methods of struggle. The method of evaluating the marketing potential of competitors by enterprises of the restaurant business is given. The stages of development of the restaurant competitiveness improvement program are defined in detail and schematically shown. It has been established that the restaurant business has a fairly high level of dependence on all changes in environmental factors, as well as on the conditions for the development of consumers' culture, their level of income and the formation of habits. That is why it is necessary to constantly make changes to the implemented strategy under the influence of factors of the external and internal environment. According to the results of the research, it was determined that the state of competition in the restaurant market is characterized mainly by the development of price competition between individual restaurants of the same price niche. The reason for this is the relatively low level of income of the majority of Ukrainians, as well as the undemanding quality of restaurant service. Therefore, it was determined that modern business conditions are related to the high dynamism of the external environment of restaurant business enterprises, the complexity of information technologies, the globalization of business, which actualize the issue of managing the competitiveness of the enterprise.

푸드테크(Food-Tech) 기술이 적용된 외식기업의 서비스품질과 외식소비성향이 고객만족 및 재방문의도에 미치는 영향

The researchers looked at how Food-Tech technology applies restaurant service quality and how consumption tendencies affect customer satisfaction and revisit intention. For this study, the general public who visited a catering company that applied Food-Tech technology was surveyed to find out how the quality of service that customers feel when they visit the store and the unique tendency to eat out of the customer correlates with customer satisfaction, and how customer satisfaction affects the intention to return. Through the survey method, a survey was conducted targeting customers who had visited the store, and reliability analysis, exploratory factor analysis, and simple and multiple regression analysis were performed using SPSS statistical program.

Generation Z’s perspective on restaurant service quality

ABSTRACT When it comes to dining, Generation Z (Gen Z) consumers bring their own set of expectations that challenge conventional perspectives of restaurant service quality. The purpose of this research was to explore the relevance of DINESERV to the evaluation of Gen Z’s dining experience in the Netherlands. A qualitative multi-case study using semi-structured interviews (N = 7) was conducted. Two rounds of coding and a thematic analysis were performed, using DINESERV as a theoretical framework. Fifteen newly identified factors were added to the 13 existing DINESERV factors that shape Gen Z diners’ expectations and perceptions of restaurants, leading to a total of 28 factors. In addition to the five DINESERV dimensions of “Tangibles”, “Reliability”, “Responsiveness”, “Assurance” and “Empathy”, three new dimensions emerged: “Offer”, “Ambience” and “Image”. By bridging the gap in the literature and proposing a revised DINESERV, the findings provide the foundation for developing a more relevant tool for hospitality practitioners to better understand, attract and engage with Gen Z diners.

The Influence of Restaurant Attributes on Muslim Consumers Towards Subscribing Halal Restaurant in Comparison Study: Bogor and Kota Kinabalu

Halal certification does not only mean not only the food served halal but also the entire process must be halal as well. Therefore, Halal certification is important in the aspect of Indonesian and Malaysian food industry especially in the Halal Restaurant. This study objective is to understand the influence of Restaurant’s attribute Restaurant and extrinsic on consumer’s attitude and subscribing of the Halal Restaurant from Malaysian and Indonesian consumers. In addition, this study expecting the result comparison between Bogor and Kota Kinabalu respondent. This study used 200 respondents in total; each city received half of the targeted number of respondents. This study used quantitative method to reach respondents; they are Muslims who wanted to consume Halal food and beverages. The result shows that, among Muslims, we found the different perception towards subscribing Halal Restaurant , we considered that Bogor respondents only give attention in Restaurant service quality attributes when they are subscribing Halal Restaurant Meanwhile, this study found that Kota Kinabalu respondents are very consider about quality, value, and risk. The point of this result is even they are same religion; they still have different perspective and perception.

A Hybrid Method for Customer Segmentation in Saudi Arabia Restaurants Using Clustering, Neural Networks and Optimization Learning Techniques.

Dining out is one of the biggest expenditures for travelers worldwide and is essential for tourism-dependent destinations. Market segmentation gives industries the potential to classify similar customers and categorize their preferred target markets to ensure marketing expenses' operative management. It has been a practical approach for business improvement in tourism and hospitality. Big data are fundamentally changing the management of the hospitality sector and the relationship between the customer and business by simplifying the decision-making process based on large amounts of data. The data provided in social media have played an important role in customer segmentation. In fact, the data provided by the customers in social media have been a valuable source for decision-makers to precisely discover the customers' satisfaction dimensions on their services. Therefore, there is a need for the development of data-driven approaches for social data analysis for customers segmentation. This research aims to develop a new data-driven approach to reveal customers' satisfaction in restaurants. Specifically, k-means and Artificial Neural Network (ANN) with the aid of the Particle Swarm Optimization (PSO) technique are, respectively, used in data clustering and prediction tasks. In this research, the data of customers on the service quality of restaurants are collected from the TripAdvisor platform. The results of the data analysis are provided. We evaluate the prediction model through a set of evaluation metrics, Mean Squared Error (MSE) and coefficient of determination (R2), compared with the other prediction approaches. The results showed that k-means-PSO-ANN (MSE = 0.09847; R2 = 0.98764) has outperformed other methods. The current study demonstrates that the use of online review data for customer segmentation can be an effective way in the restaurant industry in relation to the traditional data analysis approaches.

Quality as a Determining Factor of Satisfying the Consumers’ Needs in Restaurant Business Products and Services

Topicality. Nowadays, the functioning effectiveness of restaurant industry establishments entirely depends on the level of the services and products compliance to the consumers’ requirements. Additionally, it is necessary to mention the urgent determining the consumers’ needs and demands regarding the services and products quality of the restaurant business. Therefore, the question of understanding the essence of such a complex and multifaceted phenomenon as quality becomes relevant for the restaurant establishments. A deep understanding of the quality content and structure makes it possible to elaborate more effective measures in order to improve the quality of restaurant services and products, that meet or even exceed the consumers’ expectations. As a result, it can form the main strategic direction in the competitive environment of the changing restaurant industry. Aim and methods. The aim of the study is to conduct theoretical and practical analysis, systematization and generalization of scientific approaches of blighty and foreign scholars on the interpretation of the quality concept, as well as state standards for services and products quality definition, reasoning the role of services and products quality in satisfying the needs of the restaurant establishments consumers in order to high their competitiveness. The methodological basis of this research form the following methods of scientific analysis: methods of logical generalization, the systemic, functional and systemic-structural analysis. Results. The concept of quality is defined as a set of certain characteristics of services and products that meet the existing or anticipated needs of consumers according to their purposes. The interdependence of the necessity in restaurant establishments providing the high stable level of services and products quality, in accordance with the requirements and needs of modern consumers in the market of goods and services, is proved. It is necessary to elaborate and apply a quality management system for services and products, which is an effective tool for improving the competitiveness of food and drink venues. Conclusions and discussion. The results of scientific research prove that quality is a determining factor in evaluating the success of service and production functioning results, namely manufactured products and given services. This is one of key aspects that characterizes consumers’ demands for services and products quality. In turn, the needs of consumers are a determinant in formation the need for permanent improvement of quality, and implementation in the restaurant industry the quality management system for products and services.

What affects the online ratings of restaurant consumers: a research perspective on text-mining big data analysis

PurposeDespite a significant focus on customer evaluation and sentiment analysis, limited attention has been paid to discrete emotional perspective in terms of the emotionality used in text. This paper aims to extend the general-sentiment dictionary in Chinese to a restaurant-domain-specific dictionary, visualize spatiotemporal sentiment trends, identify the main discrete emotions that affect customers’ ratings in a restaurant setting and identify constituents of influential emotions.Design/methodology/approachA total of 683,610 online restaurant reviews downloaded from Dianping.com were analyzed by a sentiment dictionary optimized by the authors; the main emotions (joy, love, trust, anger, sadness and surprise) that affect online ratings were explored by using multiple linear regression methods. After tracking these sentiment review texts, Latent Dirichlet Allocation (LDA) and LDA models with term frequency-inverse document frequency as weights were used to find the factors that constitute influential emotions.FindingsThe results show that it is viable to optimize or expand sentiment dictionary by word similarity. The findings highlight that love and anger have the highest effect on online ratings. The main factors that constitute consumers’ anger (local characteristics, incorrect food portions and unobtrusive location) and love (comfortable dining atmosphere, obvious local characteristics and complete supporting services) are identified. Different from previous studies, negativity bias is not observed, which poses a question of whether it has to do with Chinese culture.Practical implicationsThese findings can help managers monitor the true quality of restaurant service in an area on time. Based on the results, restaurant operators can better decide which aspects they should pay more attention to; platforms can operate better and can have more manageable webpage settings; and consumers can easily capture the quality of restaurants to make better purchase decisions.Originality/valueThis study builds upon the existing general sentiment dictionary in Chinese and, to the best of the authors’ knowledge, is the first to provide a restaurant-domain-specific sentiment dictionary and use it for analysis. It also reveals the constituents of two prominent emotions (love and anger) in the case of restaurant reviews.