Does restaurant performance meet customers' expectations? An assessment of restaurant service quality using a modified DINESERV approach

Other literature type English OPEN
Marković, Suzana; Raspor, Sanja; Šegarić, Klaudio;
(2010)
  • Publisher: University of Rijeka, Faculty of Tourism and Hospitality Management, Opatija
  • Journal: Tourism and hospitality management,volume 16,issue 2 (issn: 1330-7533, eissn: 1847-3377)
  • Publisher copyright policies & self-archiving
  • Subject: Service quality; SERVQUAL; DINESERV; Satistical analysis; Restaurant industry

The purpose of this study is to determine restaurant service quality. The aims are to: (a) assess customers’ expectations and perceptions, (b) establish the significance of difference between perceived and expected service quality, (c) identify the number of dimensions ... View more
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