Restaurant Service Quality Research Articles

Importance Of The Performance Analysis (IPA) And Customer Satisfaction For Determining The Service Strategies Through The Servqual Model Approach

The culinary industry in Bandung is very numerous and varied. So it is necessary to match the level of importance of service products according to costumers and the level of performance that a restaurant has given. This study is to determine the level of customer satisfaction on the quality of restaurant services and to provide suggestions on which service products that become and to determine service strategies. The method used is the method of Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). The results of processing data with the IPA method obtained 6 service products that need attention. The results of data processing from the CSI method show the level of customer satisfaction of 0.682%. Although it meets or is within the criteria of satisfaction, it needs a service strategy by making improvements to product services by providing a clear standard of service time to implement a culture of discipline, maximizing employee training to improve the ability of employees to handle customers, and conducting promotions in the form of price discounts at certain times, and maintaining good relations with suppliers.

솔로다이너의 일반적 특성과 사회적 특성이 외식서비스 품질 평가에 미치는 영향

솔로다이너의 일반적 특성과 사회적 특성이 외식서비스 품질 평가에 미치는 영향

Kano 모형과 Timko 고객만족지수를 이용한 뷔페레스토랑 서비스품질에 관한 연구

The purpose of this study is to find out how to improve the service quality of the buffet restaurant by comparing the difference in service quality from reservation to order, meal, meal, payment, And what kind of strategic utilization plans should be provided for satisfaction and dissatisfaction factors that customers feel. Using the Kano and Timko models, we analyzed the factors that caused satisfaction and dissatisfaction. The service quality factors are the detailed partial factors that the customer feels.BR Among the 44 items, the One-dimensional quality factor is 38, the attractive quality factor is 5, and the indifferent quality factor is 1. Based on these results, These monolithic quality factor items should be maintained steadily and attractive quality factor items should be developed as a key factor to improve service quality with interest and practical strategy for improving service quality.

An Exploratory Study of Service Quality, Corporate Image, and Customer Loyalty in Restaurants in Ghana

The aim of the study is to identify the effect ofService Quality and Corporate Image on Customer’s Loyalty .Questionnaires were distributed to collect responses from restaurant users in the Greater Accra region of Ghana. Descriptive statistics and correlation analysis were used to analyze the data and draw the conclusions. It was revealed that service quality and corporate image have strong positive association with customer’s loyalty .The study suggested that managers of restaurants provide needed logistics to aid frontline staff to avoid delays in meeting customer demands. This will lead to high level of customer retention,loyalty, high market share and profitability.

An evaluation instrument and strategy implications of service attributes in LOHAS restaurants

PurposeThis study aims to develop a comprehensive LOHAS (lifestyles of health and sustainability) restaurant service quality scale by using a rigorous qualitative and quantitative research process to effectively measure the service quality of LOHAS restaurants. Moreover, this study aims to further identify the Kano quality characteristics and strategic meanings of service attributes in LOHAS restaurants.Design/methodology/approachThis study designed the preliminary items of the service quality scale for LOHAS restaurants (LORSERV scale) based on relevant literatures and expert interview procedures. This study identified the goodness of fit of the questionnaire content, construct validity and validity of the LORSERV scale using exploratory factor analysis and confirmatory factor analysis. The moderated regression was conducted to identify the Kano quality characteristics and strategic meanings of each service attribute in LOHAS restaurants.FindingsThe results indicated that the LORSERV scale included seven dimensions (internal sense of happiness, transitiveness, environment, healthy catering, service commitment, green practicability and thoughtfulness), for a total of 33 items. According to the results of the Kano model, the seven service attributes were categorized into the attractive quality. A total of 25 service attributes were categorized into the one-dimensional quality, and one service attribute was categorized into the must-be quality.Originality/valueThe contribution of this study is that the scale could facilitate operators of LOHAS restaurants to effectively understand customer perceptions of service quality and serve as a reference to upgrade and improve service quality. The identification of Kano quality characteristics for each service attribute is conducive for LOHAS restaurants to understand the strategic meanings of each service attribute and can serve as a reference to make distinctive service strategies to reach sustainable operations.

Service Quality in Halal Restaurants: The Roles of Religiosity and Values

Service Quality in Halal Restaurants: The Roles of Religiosity and Values

Does service quality really matter at Green restaurants for Millennial consumers? The moderating effects of gender between loyalty and satisfaction

ABSTRACTThe objective of this study was to examine how Millennials perceive service quality in restaurants with Green practices and the moderating effects of gender. This study addressed the questions whether the six dimensions of service quality measured by ECOSERVE have a direct link to Millennials’ loyalty and behavioral intentions and gender as a moderating effect using partial lest squire structural equation modeling. A data sample of 516 was collected using a questionnaire distributed electronically to the participants whose age range qualified them as Millennials. The results suggest that eco-tangibles, tangibles, and assurance are important factors for Millennial consumers’ satisfaction and loyalty at Green restaurants with gender as a significant moderator.

How do foreigners perceive? Exploring foreign diners’ satisfaction with service quality of Chinese restaurants

ABSTRACTChina has received 138 million inbound trips in 2016. The purpose of travel may vary but these international travelers visit Chinese restaurants as an integral part of their travel experience. Our study tries to comprehend their dining experience and regional differences in service quality (SQ) perceptions. The findings indicate that food and process quality significantly influence satisfaction and behavioral intentions. More importantly, the results reveal that international travelers roving through all the six continents hold significantly different perceptions regarding SQ attributes of Chinese restaurants. Additionally, we found proficiency in Chinese language as a significant contributor in generating dissimilar perceptions.

Service Quality in Restaurants: Customers’ Expectation and Customers’ Perception

Service Quality in Restaurants: Customers’ Expectation and Customers’ Perception

EFFECT OF QUALITY AND VALUE OF BEHAVIOR ATTENTION CUSTOMERS RESTAURANT BONCAFE STEAK MANYAR

Nowdays in Indonesia, family restaurants gaining more popularity and become the most favourite place to eat for Indonesian families. The purpose of this study is to know whether service quality, food quality, and price value of Boncafe Steak and Ice Cream Manyar restaurant will effect customer satisfaction and will effect behavioral intentions of theconsumens that have visited and dine in the restaurant before. Aside from that this study also examine whether consumers satisfaction will make the consumers want to visit Boncafe Steak and Ice Cream Manyar restaurant again.The study of this research is basic research with causal purpose and quantitative approach. This study using quota sampling approach, which is a sampling technique that based on control characteristic in accordance with respondents characteristic that the researcher wants, and after that the researcher will determine quantity of the quota in order to fulfill minimumrequirement to excute the analysis. As for the characteristics of the control set are respondends that have visit and dine in Boncafe Steak and Ice Cream Manyar and aged between 18-70 years old. Respondents that used on this study are 250 peoples.Result on this study showed that three hypotesis on this study are supported and two hypotesison this study are not supported. As for the hypotesis are customer satisfaction have positive effect to behavioral intention, service quality have positive affect to customer satisfaction,service qualiy have positive effect to behavioral intention, food quality have positive effect to customer satisfaction, and price value ratio have positive effect to customer satisfaction.

Combining fuzzy integral and GRA method for evaluating the service quality of fast-food restaurants

To pursuit high quality of catering service has become one of the most important customer trends and how to continuously improve the catering service to meet customer’s satisfaction has been focused for long time for restaurant owners. Many researches have revealed that there are mutual interactions for most factors of the service quality. Therefore, this paper applies a non-additive model for evaluating and improving the service quality of fast-food restaurants. First, factor analysis is used to extract some independent common-factors. Secondly, fuzzy integral is employed to integrate the performance ratings of inter-dependent criterion in each common-factor. Next, fuzzy analytic hierarchy process (FAHP) is utilized to obtain relative weights among each independent common-factor. Lastly, the grey relation analysis (GRA) method is applied to rank the fast-food restaurants according to the service quality. This proposed model serves as an effective tool to measure the factors of service quality and assist fast-food restaurant owners to understand their current level of service quality. Furthermore, it can be used to narrow the expectation gaps between fast-food restaurants and eating-out customers to better satisfy the customers’ needs.

ANALYSIS OF DEMAND FOR PRODUCTS AND SERVICES OF RESTAURANTS IN THE RESORT AREA OF THE KHERSON REGION

Urgency of the research. In recent year headily internal tourism collects turns and a requirement is sharply tested in development of industry of hospitality. One of its important components is the restaurant economy, which affects the growth of the socio-economic level of the country. In connection with this, there is a need to study the demand for products and services of restaurants. Target setting. Quality of restaurant services abandons the most proof emotional impression in memory of tourist. Therefore the analysis of demand on products and services of establishments of restaurant economy must help to de fine basic problems and educe ways for upgrading. Actual scientific researches and issues analysis. The results of the study of various aspects of the development of the restaurant industry are described in the works N. V. Smirnova, N. O. Pyatnitskaya, I. V. Scavronskaya, O. D. Timchenko, Т. І. Tkachenko, G. V. Chernov, E. Gheribi, E. Kwiatkowska, G. Levytska, etc. Uninvestigated parts of general matters defining. Without regard to considerable scientific works from this range of problems, her separate aspects, in particular the modern state, demand on services and progress of restaurant economy of Ukraine trends constantly change and need a further scientific study. The research objective. The aim of the article is research of demand on services of establishments of restaurant economy, that placing in there sort zone of the Kherson area. The statement of basic materials. With the aim of determination of actual development of restaurant business on Kherson by us a study of demand was undertaken on services of establishments of restaurant economy. Factors that influence on a decrease in demand and basic problems of enterprises of feed and possible ways of their removal are certain. Conclusions. A market of sanatorium-resort services of Kherson is potentially attractive, but there are considerable defects that need correction.

ТОВАРНИЙ МЕНЕДЖМЕНТ ПІДПРИЄМСТВ РЕСТОРАННОГО ГОСПОДАРСТВА

The article highlights and analyzes the features of restaurant services as components of the commodity management of enterprises in the restaurant industry. In particular, the features of services in a global sense (immateriality, impossibility of storage, inseparability from the source and inconsistency of quality), as well as the special characteristics of the specific services of the restaurant business (indivisibility, intangibility, fragility, heterogeneity, the local nature of the restaurant industry, the presence of material objects in the restaurant services, a differentiated level of quality and cost, heterogeneity in terms of meeting the needs of customers of a restaurant enterprise, customiza- tion, subjective perception by a client depending on individual characteristics, preferences and consumer attitudes, as well as influencing factors, publicity of the provision of services of restaurant enterprises). In the course of the re- search, the definitions of the terms "restaurant industry", "restaurant service" are described and analyzed from the point of view of leading specialists in the field of management of restaurant enterprises, as well as the legislation of Ukraine. To highlight the features of the commodity management of restaurant services, studies of service classifications were carried out and groups of services from various classifications were distinguished. Knowledge and competent consideration of the characteristics of services, as carriers of the characteristics of the group to which they relate, increases the efficiency of commodity management of enterprises providing services, and restaurant enterprises, in partic- ular. The functions of restaurant enterprises are also highlighted: production and service. The components and features of accounting for the level of quality of restaurant services, a full list of services of restaurant enterprises related to the provision of food products to customers of the restaurant business have been determined. The results of such a study make it possible to efficiently spend re- sources, maximize the volume of provision of restaurant services and competently promote them among representatives of target markets of restaurant enterprises.

Dual pillars of hotel restaurant food quality satisfaction and brand loyalty

Purpose The purpose of this paper is to investigate the impact of service quality (physical quality and staff behaviour) and brand equity (brand quality, brand awareness and brand image) on hotel restaurant food quality satisfaction and brand loyalty among international and local travellers in Malaysia. Design/methodology/approach A total of 354 valid questionnaires were collected to assess the measurement and structural model for reflective latent constructs using the two steps of covariance-based structural equation modelling. Findings The research findings suggest that while travellers’ nationality moderates the path between physical quality, staff behaviour and brand image on food quality satisfaction, it does not moderate the relationship between brand quality and brand awareness on food quality satisfaction. This finding further suggests that towards enhancing service quality and brand equity on food quality satisfaction and brand loyalty, managers should understand the important distinctions between international and local travellers. Originality/value Previous studies have mostly examined the impact of brand equity and service quality towards tourist satisfaction and very few studies have examined the impact of restaurant service quality and brand equity on consumer satisfaction and brand loyalty specifically among international and local travellers. This is one of the first few studies providing empirical evidence and discussions in this area.

The satisfaction of Vietnamese and European customers with service quality of high-end restaurants

This study applied the DINERSERV scale to measure the effect of service quality on customer satisfaction about high-end restaurants. Moreover, this research also examined the impact of the difference between Eastern and Western cultures on the relationship between service quality and customer satisfaction. The research was carried out on a survey of 117 Vietnamese customers and 126 European customers in five high-end restaurants in Da Lat city. The outcome indicated that the service quality has a strong influence on the satisfaction of both Vietnamese and European customers. An interesting result is while to Vietnamese customers, fast and in-time services is very important, to European customers, it is not. The restaurant ambience is what European customers care about. This result not only broadens the theory of service quality but also suggests some practical implications for multicultural customer management in the integration period.

The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

PurposeThe purpose of this paper is to investigate the service quality of full-service restaurants in Vietnam to explore possible factors that may impact customer perception, which subsequently influences customer satisfaction and behavioural intentions. Based on the DINESERV model and service clues, the possible dimensions to construct customer perception were realised, and four key dimensions were suggested.Design/methodology/approachData were collected from four urban local full-service restaurants in Vietnam, and factor analysis and SEM-PLS were then performed to uncover the relationship between customer perception, satisfaction and behavioural intentions.FindingsThe results suggest that customer perception significantly influences customer satisfaction and behavioural intentions, and customer satisfaction itself is also found to have influence on behavioural intentions.Originality/valueThis is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.

Service Quality in Halal Restaurants: A Comparison Between Muslim and Non-Muslim Consumers

Service Quality in Halal Restaurants: A Comparison Between Muslim and Non-Muslim Consumers

관광지 식당 식음료 서비스의 교육효과 : 공주와 부여를 대상으로

This article examines the effects of education before and after service training for the restaurant employees. The effect of education was analyzed by the causal relationship between service quality and service satisfaction and re-visit. As the results of analysis: First, service quality before service training did not affect customer satisfaction. However, after service training, physical evidence and employee service factor affected customer satisfaction. Second, the effect of service quality on re-visits was found to be influenced by physical evidence factors before and after service training. Third, service satisfaction has the same effect on re-visits. Fourth, case studies show that new opportunities are provided through service training, but the conditions for improving substantiality of employee service quality are not good. The implications are as follows. First, the effects of service education were found in physical evidence and employee services. Second, the physical environment is the factor that increases restaurant service quality and increases re-visit. Third, the limits of small businesses in the alley market appeared.

Service Environment of Restaurants: Findings from the youth customers

The relatively service-driven restaurant industry is becoming more important in generating income for many Asian countries and hence the service performance of the restaurants must be well understood and managed. The key determinants for restaurant service quality need to be identified, especially for the important segment such as youth customers. Therefore, this paper aims to explore the importance of service environment (servicescape and human service), food quality and price from the youth customers’ perspective. The types of restaurant investigated were the fine dining (n1 = 145), fast food (n2 = 147), and food court (n3 = 117) restaurants. Duly completed structured questionnaires (n = 409) were collected. The key determinants on satisfaction and loyalty were mainly human service and price. However, the impact of servicescape on customer satisfaction and loyalty was relatively smaller, except for fast food restaurants.

Cross-cultural consumer perceptions of service quality in restaurants

Purpose This paper aims to present results from a research that analyzed consumer perceptions of service quality in restaurants in four European cities – Belgrade (Serbia), Manchester (UK), Thessaloniki (Greece) and Porto (Portugal). Design/methodology/approach A total of 802 respondents have been interviewed using a structured questionnaire. The service quality statements covered food quality, building exterior, restaurant interior and layout, seating comfort, restrooms and servicing. Findings Within all analyzed categories (city, gender and age), servicing of food and taste of food were the most influential factors. However, this study confirmed that there are different patterns in analyzed cities. For each factor analyzed, in at least two cities, results for the items were significantly different. Consumers from different cities showed different perceptions regarding service quality in restaurants. Gender of consumers plays a significant role in the perception of interior, restroom and servicing factors in restaurants. Age of respondents was the category with no significant difference with respect to food quality, layout, restrooms and servicing. Research limitations/implications Given the great cultural and other differences within the four cities/countries, more research is necessary to determine if similar results would be derived from different samples across various other continental and Mediterranean European cities. Originality/value In addition to increasing the theoretical understanding of the cultural aspects of the service quality, this paper can be of managerial relevance.