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Prethodno priopćenje
https://doi.org/10.20867/thm.16.2.4

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

Suzana Marković   ORCID icon orcid.org/0000-0001-7035-1293 ; Faculty of Tourism and Hospitality Management, Opatija, University of Rijeka, Croatia
Sanja Raspor   ORCID icon orcid.org/0000-0001-9365-9231 ; Polytechnic of Rijeka, Croatia
Klaudio Šegarić ; Faculty of Tourism and Hospitality Management, Opatija, University of Rijeka, Croatia

Puni tekst: engleski, pdf (138 KB) str. 181-195 preuzimanja: 23.342* citiraj
APA 6th Edition
Marković, S., Raspor, S. i Šegarić, K. (2010). Does restaurant performance meet customers' expectations? An assessment of restaurant service quality using a modified DINESERV approach. Tourism and hospitality management, 16 (2), 181-195. https://doi.org/10.20867/thm.16.2.4
MLA 8th Edition
Marković, Suzana, et al. "Does restaurant performance meet customers' expectations? An assessment of restaurant service quality using a modified DINESERV approach." Tourism and hospitality management, vol. 16, br. 2, 2010, str. 181-195. https://doi.org/10.20867/thm.16.2.4. Citirano 19.09.2021.
Chicago 17th Edition
Marković, Suzana, Sanja Raspor i Klaudio Šegarić. "Does restaurant performance meet customers' expectations? An assessment of restaurant service quality using a modified DINESERV approach." Tourism and hospitality management 16, br. 2 (2010): 181-195. https://doi.org/10.20867/thm.16.2.4
Harvard
Marković, S., Raspor, S., i Šegarić, K. (2010). 'Does restaurant performance meet customers' expectations? An assessment of restaurant service quality using a modified DINESERV approach', Tourism and hospitality management, 16(2), str. 181-195. https://doi.org/10.20867/thm.16.2.4
Vancouver
Marković S, Raspor S, Šegarić K. Does restaurant performance meet customers' expectations? An assessment of restaurant service quality using a modified DINESERV approach. Tourism and hospitality management [Internet]. 2010 [pristupljeno 19.09.2021.];16(2):181-195. https://doi.org/10.20867/thm.16.2.4
IEEE
S. Marković, S. Raspor i K. Šegarić, "Does restaurant performance meet customers' expectations? An assessment of restaurant service quality using a modified DINESERV approach", Tourism and hospitality management, vol.16, br. 2, str. 181-195, 2010. [Online]. https://doi.org/10.20867/thm.16.2.4

Sažetak
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 for expectations and perceptions scales of modified DINESERV model, (d) test the reliability of the applied DINESERV model. The empirical research was conducted using primary data. The questionnaire is based on Stevens et al. (1995) and Andaleeb and Conway’s (2006) research. In order to meet survey goals, descriptive, bivariate and multivariate (exploratory factor analysis and reliability analysis)
statistical analyses were conducted. The empirical results show that expectations scores are higher than perceptions scores, which
indicate low level of service quality. Furthermore, this study identified seven factors that best explain customers’ expectations and two factors that best explain customers’ perceptions regarding restaurant service. The results of this study would help management identify the strengths and weaknesses of service quality and implement an effective strategy to meet the customers’ expectations.

Ključne riječi
Service quality; SERVQUAL; DINESERV; Satistical analysis; Restaurant industry

Hrčak ID: 62270

URI
https://hrcak.srce.hr/62270

Posjeta: 28.423 *