GRSERV scale: an effective tool for measuring consumer perceptions of service quality in green restaurants

Chen, Cheng-Ta; Cheng, Ching‐Chan; Hsu, Fu-Sung

doi:10.1080/14783363.2013.832478

Cited by 35 publications

(35 citation statements)

References 33 publications

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“…Those subdimensions include interpersonal interaction, ambience and aesthetics, restaurant cleanliness, layout and design, and menu variety. Conversely, the 10 subdimensions differ in number from those in other restaurant studies (Chen, Cheng, & Hsu, 2015;Fu & Parks, 2001;Qin et al, 2010).…”

Section: Discussionmentioning

confidence: 49%

Assessment of Service Quality in the Fast-Food Restaurant

Mohi

2015

Journal of Foodservice Business Research

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The purpose of this study is to enhance an understanding of service quality in fast-food restaurants by developing a conceptual framework and measurement scale. Based on an extensive literature review, qualitative and empirical research, a multi-dimensional and hierarchical model of service quality for the fast-food restaurant is proposed. Data were collected from 571 students through self-administrated questionnaires. Exploratory factor analysis and structural equation modeling were used to analyze the reliability and validity of the data. This study extends restaurant service quality literature by providing a psychometrically sound conceptual framework and measurement scale. The findings of this study help fast-food restaurants formulate and implement effective marketing management strategies to cope with the keen competition in the restaurant industry as well as to boost their profit margins.KEYWORDS service quality, service quality dimensions, fast-food restaurant, multi-dimensional and hierarchical model

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Section: Discussionmentioning

confidence: 49%

Assessment of Service Quality in the Fast-Food Restaurant

Mohi

2015

Journal of Foodservice Business Research

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“…This study investigated the influence of perceived values (hedonic and utilitarian values) on consumer preference and behavior intentions of the green restaurant. Previous studies have mainly investigated on levels of equality among green restaurants [11,18] and consumers' perceptions and beliefs about green consumption [4,[14][15][16]. The present study is the first to investigate the hedonic and utilitarian values effect on consumer preference and behavior intentions toward the green restaurant.…”

Section: Discussionmentioning

confidence: 81%

“…Some researchers have examined the sustainable attributes of green restaurants [17]. A growing number of hospitality scholars has focused on levels of quality among green restaurants [11,18]. However, to our knowledge, the effect of perceived value on green restaurant patronage intentions has rarely been explored.…”

Section: Introductionmentioning

confidence: 99%

Sustainability Development in Hospitality: The Effect of Perceived Value on Customers’ Green Restaurant Behavioral Intention

Teng

2019

Sustainability

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Recently, sustainability management has developed in the hospitality industry. Green restaurants have been progressively joining the hospitality industry. Consumer patronage determines the sustainable development of the green restaurant. This paper aims to explore the structural relationships among perceived values (hedonic and utilitarian values), consumer preference and behavior intentions of the green restaurant. A total of 278 valid questionnaires were collected, and the partial least squares (PLS) method was utilized to measure and test the research hypotheses. The study presents empirical evidence showing that hedonic and utilitarian values have significantly and positively affected consumer preferences for green restaurants and that utilitarian value and customer preferences have significantly and positively influenced behavior intentions of green restaurant. Furthermore, the results also demonstrate that consumer preferences partially mediate the relationships between utilitarian value and behavior intentions of the green restaurant. Finally, theoretical and practical implications are discussed and suggestions for future research are provided.

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“…Notably, six prominent banks in Sri Lanka-Bank of Ceylon, People's Bank, Commercial Bank of Ceylon Plc, Hatton National Bank Plc, Sampath Bank Plc and Seylan Bank Plc have adopted the electronic banking (e-banking) to get the competitive advantage and to give the convenient services to their customers, and this is true for Batticaloa district in particular. (Note 1) Nevertheless, many firms use service quality as an effective and essential tool to compete successfully within the industry (Stuart & Tax, 1996;Hartono, 2012;Chen, Cheng & Hsu, 2015) and this is particularly appropriate for the banks, which are delivering their products and services via online (Yang, Jun & Peterson, 2004;Zarei, 2010;Mahfooz, Al-Motairi, Ahmad & Khan, 2013).…”

Section: Introductionmentioning

confidence: 99%

Service Quality and Customer Satisfaction in the Electronic Banking

Tharanikaran¹,

Sritharan²,

Thusyanthy³

2017

IJBM

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The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 231 respondents (51 percent of response rate), unidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district. The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer satisfaction in the electronic banking.

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GRSERV scale: an effective tool for measuring consumer perceptions of service quality in green restaurants

Cited by 35 publications

References 33 publications

Assessment of Service Quality in the Fast-Food Restaurant

Assessment of Service Quality in the Fast-Food Restaurant

Sustainability Development in Hospitality: The Effect of Perceived Value on Customers’ Green Restaurant Behavioral Intention

Service Quality and Customer Satisfaction in the Electronic Banking

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