Developing a service quality evaluation model for luxurious restaurants in international hotel chains

Chin, Jiung-Bin; Tsai, Chih-Hsin

doi:10.1080/14783363.2012.661132

Cited by 37 publications

(37 citation statements)

References 30 publications

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“…The five first attributes was the dimensions of classic SER-VQUAL and the last was added due to a consideration that it had a positive influence on customer satisfaction by the mediating effects of service quality (Tsai et al, 2010). The sub-attributes used in this study are based on research by Chin and Tsai (2013). However, the sub-attributes had been slightly modified since this study was conducted in Korean restaurants.…”

Section: Methodsmentioning

confidence: 99%

“…In this study, the attributes for evaluating service quality of Korean restaurants were determined as six attributes: tangibles, responsiveness, empathy, assurance, reliability, and innovation (Chin and Tsai, 2013). The five first attributes was the dimensions of classic SER-VQUAL and the last was added due to a consideration that it had a positive influence on customer satisfaction by the mediating effects of service quality (Tsai et al, 2010).…”

Section: Methodsmentioning

confidence: 99%

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Evaluating Service Quality of Korean Restaurants: A Fuzzy Analytic Hierarchy Approach

Ulkhaq¹,

Nartadhi²,

Akshinta³

2016

Industrial Engineering and Management Systems

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Every service firm must find ways to attract new customers, retain existing customers, and remain competitive and profitable. As competition increases, delivering better service becomes more important. Service quality is considered as a vital aspect for the success of the firms. Restaurant cannot be separated from the service quality they have to deliver. The development of restaurant is supported with the reputation of the country where the food comes from. Recently, one of the most trending topic is Korean wave which affects the Korean cuisine. A fuzzy AHP was employed to evaluate the service quality. It is more preferable than traditional AHP which is criticized for its inability to handle the uncertainty of the decision maker's perception. Six attributes are used to evaluate five Korean restaurants in Semarang, Indonesia. The result shows that innovation is the most important attribute. It seems that decision makers viewed the food variation and new method service as main factors that the restaurants have to manage. This finding can provide the managers with valuable insights into the attribute that reflects customers' perceptions; also to position their service based on their competitors. Validating the scale in other culture-based restaurants is an interesting area to be pursued.

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Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Evaluating Service Quality of Korean Restaurants: A Fuzzy Analytic Hierarchy Approach

Ulkhaq¹,

Nartadhi²,

Akshinta³

2016

Industrial Engineering and Management Systems

View full text Add to dashboard Cite

show abstract

“…In response to the cut-throat competition in the restaurant industry and customers' changeable and strict demands; promoting service standard is a necessity to maintain customer loyalty and repeat patronage [33] The service standard has favorable impact on customer satisfaction, reputation, and loyalty of customers. Another important factor is the reputation which is dealing with the gap in the integration model of the customer loyalty, customer fulfillment, and the perceived service standard.…”

Section: Literature Reviewmentioning

confidence: 99%

Determinants of Hotel’s Service Standard: Reputation and Relationship Orientation

Jalbani¹,

Soomro²

2017

J Tourism Hospit

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“…Two of the studies have as objective the development of quality evaluation models for food services (one in restaurants and the other in luxury hotel restaurant chains), using a methodology based on both SERVQUAL and SERVPERF. The main variables analysed were: trust; empathy; safety; innovation; tangible aspects; response capacity (Barros, 2013, Chin & Tsai, 2013. The study by Chan and Kapoor (2014) aims at comparing the importance given by the managers of hotel chains and resorts in India to the following service groups: Dinner; Bedroom; Bar; and Banquets/events.…”

Section: Loyalty and Food Servicesmentioning

confidence: 99%

Food services and customer loyalty in the hospitality industry

Kuhn

Benetti

Anjos

et al. 2018

TMS

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Understanding the needs and expectations of customers is a major competitive tool. Their perception of food service quality has been increasingly studied. An understanding of this topic can help managers to develop strategies to improve customer satisfaction and increase loyalty. The objective of the research is to verify the predictive power of food service quality elements on customer loyalty intentions. This research is exploratory with quantitative approach applied to a hotel in Balneário Camboriú. We used multiple regression analysis to achieve results. The constructs analysed were: Service Brigade; Management; Menu; Ancillary Services; and Physical Features, which did not prove to be significant to Loyalty. The most significant construct was Service Brigade, a finding consistent with studies that show that employee training is key to increase the level of satisfaction and loyalty.Keywords: Loyalty, food service, lodging industry, Brazil, multiple regression. ResumoCompreender as expectativas e desejos do cliente é uma grande ferramenta competitiva. A sua perceção acerca dos aspetos de qualidade em serviço de alimentação vem sendo estudada com maior frequência. Está discussão auxilia o gestor elaborar estratégias que melhorem a satisfação do cliente e aumentem lealdade. O objetivo da pesquisa foi verificar o poder prever a intenção de lealdade através dos elementos de qualidade do serviço de alimentação. A metodologia adotada é uma pesquisa exploratória com abordagem quantitativa aplicada em um hotel de Balneário Camboriú. Utilizou-se de análise de regressão múltipla para alcançar os resultados. Os constructos analisados foram: Brigada de serviço; Gerência; Cardápio; Serviços auxiliares; e Aspetos físicos, este não se mostrou significativo em medir a Lealdade. O fator com melhor resultado foi Brigada de serviço, corroborando com estudos que concluem que o treinamento dos funcionários é vital para alavancar o nível de satisfação e lealdade.Palavras-chave: Lealdade, serviço de alimentação, meios de hospedagem, Brasil, regressão múltipla.

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Developing a service quality evaluation model for luxurious restaurants in international hotel chains

Cited by 37 publications

References 30 publications

Evaluating Service Quality of Korean Restaurants: A Fuzzy Analytic Hierarchy Approach

Evaluating Service Quality of Korean Restaurants: A Fuzzy Analytic Hierarchy Approach

Determinants of Hotel’s Service Standard: Reputation and Relationship Orientation

Food services and customer loyalty in the hospitality industry

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