2020
DOI: 10.32725/det.2020.004
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Critical Review of Service Quality Scales with a Focus on Customer Satisfaction and Loyalty in Restaurants

Abstract: This study provides a critical review of the instruments developed for measuring service quality in restaurants. However, this study reviews the researches to examine the relationships between service quality, customer satisfaction (CS), and customer loyalty (CL) in restaurants. It is revealed that there are many attempts to develop instruments that aim to measure service quality in restaurants. SERVQUAL instrument, which measures service quality (SQ), has been used in many studies related to the tourism indus… Show more

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Cited by 16 publications
(20 citation statements)
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“…The food, service, atmosphere, physical structure and social aspects of dining all contribute to customer loyalty. 3 Customer loyalty in turn supports increased sales, personnel satisfaction, and reduced overall costs for dining venues. In this increasingly large and important segment of the dining market addressing the wants and needs of older diners and incorporating their feedback into marketing and production processes is essential.…”
Section: Discussionmentioning
confidence: 99%
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“…The food, service, atmosphere, physical structure and social aspects of dining all contribute to customer loyalty. 3 Customer loyalty in turn supports increased sales, personnel satisfaction, and reduced overall costs for dining venues. In this increasingly large and important segment of the dining market addressing the wants and needs of older diners and incorporating their feedback into marketing and production processes is essential.…”
Section: Discussionmentioning
confidence: 99%
“…While it has been reported that restaurants are not accommodating to the decline in older people's physical and psychological function resulting in these being reluctant to dine out, 2 there is scarce research to guide the design of dining products and services that best fit the needs of mature consumers. 3 A rare recent study investigating this gap in the literature interviewed Malaysian people aged over 55 and identified eight factors that influence their restaurant dining choices: ageing deficits, life perspective, socialising, food, service, location, price and discounts, and recommendations from trusted sources. 4 Good food and service were the key drivers of older adults' intention to re-visit a dining venue.…”
mentioning
confidence: 99%
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“…Given the intensity of the competition and demanding consumers, a reasonable concern revolves around what restaurants can do to maintain customer loyalty. Knowing what the customers want and what makes them come back is essential for the restaurant managers in view of making operational improvements to the restaurant (Naylor and Greco, 2002; Uslu and Eren, 2020). Depending on an array of motivations, it is widely considered that customer satisfaction predicts customer loyalty (Cha and Borchgrevink, 2019; Uslu and Eren, 2020; Zhong and Moon, 2020).…”
Section: Introductionmentioning
confidence: 99%
“…Knowing what the customers want and what makes them come back is essential for the restaurant managers in view of making operational improvements to the restaurant (Naylor and Greco, 2002; Uslu and Eren, 2020). Depending on an array of motivations, it is widely considered that customer satisfaction predicts customer loyalty (Cha and Borchgrevink, 2019; Uslu and Eren, 2020; Zhong and Moon, 2020). As established in the domain literature, some of the identified factors of customer satisfaction in restaurants are perceived price, food, service quality and the quality of the physical environment (Zhong and Moon, 2020).…”
Section: Introductionmentioning
confidence: 99%