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Measuring service quality in city restaurant settings using DINESERV scale

机译:使用Dinineerv Scale测量城市餐厅环境中的服务质量

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Many researchers invest a lot of effort to evaluate service quality in tourism and hospitality industries using SERVQUAL scale, either in its original form or with modifications. The purpose of this study is to empirically investigate service quality in Zagreb city restaurant settings, based on the DINESERV scale. The questionnaire was designed in accordance with Stevens et al. (1995), and Andaleeb and Conway (2006). The main goals are to assess restaurant customers' expectations and perceptions and to identify the main dimensions of perceived and expected city restaurant service quality. The model was tested on a sample of 12 restaurants in Zagreb (Croatia), resulting with 103 usable questionnaires on which statistical analysis was performed. The empirical study shows that 21 expectations scores are higher than perceptions scores, which indicate a low level of service quality. As service quality is one of the key factors for achieving competitive advantages in restaurants, this study would help managers to identify the strengths and weaknesses of service quality in their businesses.
机译:许多研究人员在其原始形式或修改中使用Servqual Scale提供了许多努力评估旅游和酒店行业的服务质量。本研究的目的是根据Dineserv Scale明确调查Zagreb City Restaurant Settings的服务质量。调查问卷是根据Stevens等人设计的。 (1995),Andaleeb和Conway(2006)。主要目标是评估餐馆客户的期望和看法,并确定所感知和预期的城市餐厅服务质量的主要方面。该模型在萨格勒布(克罗地亚)的12个餐厅的样本上进行了测试,导致103个可用问卷进行统计分析。实证研究表明,21个期望得分高于感知得分,这表明服务质量低。由于服务质量是在餐馆实现竞争优势的关键因素之一,这项研究将帮助管理者确定业务中服务质量的优势和弱点。

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