Saneva, Dusica and Chortoseva, Sonja (2017) Service quality assessment in the fast-food restaurant using a modified dineserv model. International Scientific Conference EMAN 2017, Economics & Management: Globalization Challenges . ISSN 978-86-80194-06-6
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SERVICE QUALITY ASSESSMENT IN THE FAST-FOOD RESTAURANT USING A MODIFIED DINESERV MODEL .pdf - Published Version Download (1MB) | Preview |
Abstract
Many researchers make efforts to evaluate the services quality in the hospitality industry by using SERVQUAL scale, in its original form or modified. The purpose of this study is to empirically investigate services quality in fast-food restaurants, on the basis of the modified DINESERV scale. The main objective is to evaluate the level of expectation and the level of perception of consumers as regards the quality of the service in fast-food restaurants. The questionnaire is comprised of 32 assertions and 32 questions, formulated and established on the basis of SERVQUAL and modified DINESERV model, as most frequently cited and used models of service quality questionnaires in literature. The questionnaire was carried out in five fast-food restaurants, which resulted in obtaining 248 usable questionnaires that were then analysed. All 32 attributes were with negative gap value, which shows that the level of expectation is higher than the level of consumers’ perception as regards the services quality and this point out the low level of the services quality in fast-food restaurants. This study is of primary importance since the level of services quality will be established through identifying the strong and weak sides of the services quality in fast-food restaurants.
| 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/24349 |
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