service quality in restaurants: customers’ expectation and customers’ perception

جودة الخدمة في المطاعم: توقعات العملاء وإدراكهم

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ID: 192878
2018
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Abstract
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.
تُعد جودة الخدمة مفهوماً متعدد الأبعاد يشتمل على مجموعة من الخصائص المتنوعة المصنفة ضمن عدة أبعاد. وتبحث هذه الورقة في جودة الخدمة في المطاعم بجمهورية مقدونيا؛ حيث صُممت استبانة بالاستناد إلى ثلاثة نماذج، هي: (SERVQUAL)، و(DINESERV)، و(CFFRSERV)، وتضمنت 29 سمة وُزعت على ستة أبعاد. وقد جاءت النتيجة الإجمالية لمقياس (SERVQUAL) سالبة. علاوة على ذلك، أظهرت جميع أبعاد جودة الخدمة فجوة سالبة، مما يشير إلى أن مستوى التوقعات لجودة الخدمة في المطاعم يفوق مستوى إدراكها الفعلي.
Reference Key
saneva2018sarservice Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors Dushica Saneva, Sonja Chortoseva
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Journal sar journal
Year 2018
DOI
10.18421/SAR12-03
URL
http://www.sarjournal.com/content/12/SARJournalJune2018_47_52.pdf
Keywords
Science perception satisfaction service quality restaurants

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