This Article Full Text (PDF) References Alert me when this article is cited Alert me if a correction is posted Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Add to Saved Citations Download to citation manager Request Permissions Request Reprints Add to My Marked Citations Citing Articles Citing Articles via Google Scholar Google Scholar Articles by Bojanic, D. C. Articles by Drew Rosen, L. Search for Related Content Social Bookmarking                   What's this?

Measuring Service Quality in Restaurants: an Application of the Servqual Instrument

Department of Hotel, Restaurant and Travel Administration University of Massachusetts at Amherst

L. Drew Rosen

Department of Production and Decision Sciences University of North Carolina at Wilmington

Can SERVQUAL-traditionally an instrument for measuring service quality- be proven as an effective tool in assessing customer perceptions of service quality in restaurants? The research presented in this article is an examination of the nature of the association between service quality as perceived byconsumers and its service determinants. The SERVQUAL instrument itself is discussed, and a demonstration of how it can be used by restaurants in assessing quality service is included. The managerial implications of using SERVQUAL as an assessment tool include meeting and managing customer expectations, managing the physical design of the product, educating service customers, developing a total quality management program, achieving continuous quality through automation, and engaging in periodic review of the procedures, personnel, and property of the operation. With the assessment knowledge generated by such a review, restaurants may then begin to manage their strengths and weaknesses productively.

Key Words: Key Words: service quality (SERVQUAL) • restaurants • marketing research.

CiteULike    Connotea    Del.icio.us    Digg    Reddit    Technorati    What's this?