Saneva, Dusica and Chortoseva, Sonja (2018) Service Quality in Restaurants: Customers’ Expectation and Customers’ Perception. SAR Journal - Science and Research , 1 (2). p. 4752. ISSN 2619-9955
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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.
| Item Type: | Article |
|---|---|
| Subjects: | Social Sciences > Economics and business Social Sciences > Other social sciences |
| Divisions: | Faculty of Tourism and Business Logistics |
| Depositing User: | Dusica Saneva |
| Date Deposited: | 19 Aug 2020 09:07 |
| Last Modified: | 19 Aug 2020 09:07 |
| URI: | https://eprints.ugd.edu.mk/id/eprint/24350 |
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