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

The service quality is multidimensional concept which contains a set of diverse attributes grouped in several dimensions. This paper researches the quality of service in restaurants in the Republic of Macedonia. A questionnaire was designed based on three models, SERVQUAL, DINESERV and CFFRSERV, with 29 attributes and distributed in six dimensions. The overall SERVQUAL score is negative. Moreover, all service quality dimensions are with a negative gap, which indicates that the expectation level of service quality in restaurants is higher than the perception level of it.