Service Quality

Service Quality in a Chain-operated Steakhouse Allan Yen-Lun Su, Ph.D. E-mail: tout ensembleansu@cc.nkhc.edu.tw subdivision of Baking Technlogy and Management, Kaohsiung Hospitality College Abstract This study attempts to measure customers perceptions of serve lumber in a chain-operated steakhouse using a circumscribed version of the DINESERV instrument (Stevens, Knuston, and Patton, 1995). All five dimensions of service musical note, being tangibles, reliability, responsiveness, assurance, and empathy, go forth be utilise. The questionnaire survey will be conducted on a two-week period during lunch and dinner partytime at all 14 steakhouse eating places. All customers who come to restaurants for lunch and dinner during the two-week research period will be asked to complete the questionnaires. The Cronboch Coefficient alpha will be used to test the construct reliability. abridgment of variance (ANOVA) will be used to determine the differences of customers perceived service fibre for five dimensions between two meals and assorted groups of loyalty. In addition, correlation analysis will be used to determine the relationship between customers perceived service quality and customers characteristics such as gender, marital status, age, and reasons for dining.

The results of this study will asssist restaurant management to assess the service quality provided to its patrons. Results of this study will also help restaurant management establish a total quality management (TQM) program to improve general service quality to its patrons. Keywords: Service quality; SERVQUAL; DINESERV; chain-operated steakhouse Introduction High quality goods and service are favored in the marketplace and high school service quality performance does produce measurable benefits in profits, cost savings, and market share (Anderson, Fornell, & Lehmam, 1994). Research also indicated that service quality has been increasingly recognized as a sarcastic factor in the success of any business (Parasuraman,... If you demand to get a full essay, order it on our website: Orderessay

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