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.
The main purpose of present research is the comparison of guests’ expectations and perceptions of service quality in Croatian and Slovenian hotels. In order to measure hotel guests’ expectations and perceptions modified SERVQUAL model was developed. The questionnaire was designed in accordance with researches conducted by Parasuraman et al. (1988), Zeithaml et al. (1990), Snoj and Ogorelc (1998), Pizam and Ellis (1999) and Marković (2003). The questionnaire was divided in three parts: measurement of expected service quality, measurement of perceived service quality and demographic questions. Data were collected in hotel settings in Opatija Riviera (Croatia) and Slovenia’s coastal region. A total of 253 (Croatian sample) and 172 (Slovenian sample) completed and usable questionnaires were gathered. Data were analyzed using descriptive statistics, independent samples t-test, exploratory factor analysis and reliability analysis. The conducted statistical analysis revealed similarities in both surveys. The research results identified high level of guests’ expectations and perceptions regarding the hotel service quality, and importance of intangible aspects of hotel service.
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