MEASURING SERVICE QUALITY PERCEPTIONS OF THE CUSTOMERS OF RESTAURANTS IN PAKISTAN
Journal: International Journal for Quality Research (Vol.7, No. 2)Publication Date: 2013-06-30
Authors : Shahab Alam Malik; Laeeq Hassan Jaswal; Shujah Alam Malik; Tahir Mumtaz Awan;
Page : 187-200
Keywords : service quality; customers satisfaction; restaurants; Pakistan;
Abstract
This study aims to descriptively analyze different service quality attributes and ranking of services in renowned and successful restaurants. A sample of 407 customers of 10 reputed restaurants was gathered, operating in vicinity of twin cities of Islamabad and Rawalpindi of Pakistan, using abilingual survey instrument to measure service quality perceptions of customers.Five service quality attributes of restaurant staff, tips, tangibles, convenience, and food quality were used and their relationship with overall satisfaction was measured. Besides, key reasons to visit a restaurant were also inquired. Majority of the participants was comprised of private sector employees and students. Results of current study will be beneficial for the restaurants' managers in knowing customers evaluations and formulating future strategies accordingly.
Other Latest Articles
- THE APPLICATION OF BOX-BEHNKEN METHOD TO OPTIMIZE THE DESIGN OF EWMA CHART FOR AUTOCORRELATED PROCESSES
- QUALITY OF WORKLIFE OF EMPLOYEES IN PRIVATE TECHNICAL INSTITUTIONS
- THE REVIEW OF PROBLEM AND THE ADVANTAGE OF INVESTING IN A PROJECT OBTAINING CE MARK
- MEASUREMENT ERROR EFFECT ON THE POWER OF CONTROL CHART FOR ZERO-TRUNCATED POISSON DISTRIBUTION
- LEADERSHIP NETWORK BLAKE, MOUTON AND MCCANSE: CASE STUDY - LEADERSHIP STYLES AND DIMENSIONS IN ONE OF THE LOCAL SELF-GOVERNMENTS IN SERBIA
Last modified: 2015-11-21 23:47:27