Toward cost-effective service excellence: Exploring the relationship between managers’ perceptions of quality and the operational efficiency and profitability of restaurants

Kukanja, Marko; Planinc, Tanja

doi:10.1080/10686967.2020.1722046

Cited by 10 publications

(9 citation statements)

References 53 publications

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“…During the last two decades, SERVQUAL and DINESERV have been widely used to measure service quality in the hospitality industry [40]. The DINESERV tool was applied to assess managers' perceptions of service quality, and firms' financial reports were used to analyze operational efficiency and profitability [41].…”

Section: Research Model and Methodologymentioning

confidence: 99%

The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale

Chun¹,

Nyam-Ochir²

2020

Sustainability

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The fast food restaurant business is one of the fastest-growing industries in the world. International and local restaurant chains are trying to satisfy the demands of customers for a variety of products and services. Along with changing market trends, customers are now becoming more sophisticated and demanding. Customer satisfaction is an essential business issue, as entrepreneurs have realized that favorable customer feedback is key for a long-term sustainable operation. Customers who have an excellent experience at a restaurant may recommend the restaurant to others, spread positive information, or become a loyal customer. The fast food industry has only recently developed in Mongolia and an increasing number of global fast food chains are now entering the market every year. The purpose of this paper is to examine and evaluate the factors affecting customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian fast food restaurants, as well as a global fast food restaurant in Mongolia using the DINESERV scale. This study focuses on comparing directly competing food chains; only two brands were studied because of the limited fast food presence in Ulaanbaatar. Then, it aims to analyze how satisfaction levels influence a customer’s revisit intention and likelihood of recommending a restaurant. Furthermore, an in-depth analysis of the difference between local and global fast food brands is a key element that this paper analyzes. Moreover, this paper investigates how results can be different according to whether the respondent resides in Mongolia or Korea and discusses business implications. The results of this paper show that four factors (food quality, service quality, price, and atmosphere of a restaurant) positively influence customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian and global fast food restaurants, and customer satisfaction has a positive influence on customer revisit intention and likelihood of recommendation for both types of restaurants. However, depending on whether it is a Mongolian fast food restaurant or a global fast food restaurant, the factors affecting customer satisfaction, revisit intention, and recommendation are different.

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Section: Research Model and Methodologymentioning

confidence: 99%

The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale

Chun¹,

Nyam-Ochir²

2020

Sustainability

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“…Though few researchers focused on the food quality dimension (Slack et al, 2020), they ignored the interaction quality dimension as proposed by Wu and Mohi (2015). As the operational efficiency of QSRs depends on managerial decisions (Kukanja and Planinc, 2020), the exclusion of internal process management and organizational capacity on these scales is critical, as management coordination and support are essential for employees to deliver enhanced service quality to customers (Mendocilla et al, 2021). To summarize, the research gaps identified are scarce studies on consumer behavior in QSRs from the perspective of only Gen Z consumers; non-availability of service quality scale in QSRs that sufficiently measures real service counter perceptions; ignorance of past researchers to measure operational performance dimension of service quality in QSR settings; and dearth of application and integration of QUICKSERV with consumer behavior models to measure satisfaction, service value and behavioral intentions.…”

Section: Behavioral Intentions Of Gen Z Customers 2351mentioning

confidence: 99%

“…, 2020), they ignored the interaction quality dimension as proposed by Wu and Mohi (2015). As the operational efficiency of QSRs depends on managerial decisions (Kukanja and Planinc, 2020), the exclusion of internal process management and organizational capacity on these scales is critical, as management coordination and support are essential for employees to deliver enhanced service quality to customers (Mendocilla et al. , 2021).…”

Section: Introductionmentioning

confidence: 99%

Measuring QSR service quality on behavioral intentions of gen Z customers using QUICKSERV–mediating effect of service value and satisfaction

Ghosh

Jhamb

Dhiman

2023

IJQRM

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PurposeThe aim of the paper is to measure the service quality, satisfaction, service value and behavioral intentions of Gen Z in leading global Quick Service Restaurants (QSRs) in India by integrating QUICKSERV into an established model of consumer behavior.Design/methodology/approachA cross-sectional study design was used for the hypothesis testing. Service quality perceptions with satisfaction, service value and behavioral intentions were measured using structural equation modeling.FindingsThe outcomes suggest a direct effect of the service quality of QSRs on the satisfaction, service value and behavioral intentions of Gen Z customers. Satisfaction further influenced customers' behavioral intentions. However, customer satisfaction and behavioral intentions were not directly influenced by service value. Finally, the association between service quality and behavioral intentions was mediated by satisfaction.Practical implicationsManagers should encourage a pleasant attitude, good grooming and friendliness in QSR employees as Gen Z highly values these aspects. At the same time, QSRs should focus to elevate the service value of Gen Z customers by lowering their sacrifice perceptions and fostering initiatives.Originality/valueAlthough many studies have considered millennials along with Gen Z to analyze the relationship between service quality and behavioral intentions in different service settings, few researchers have considered the impact of Gen Z consumer features in service quality research separately. The findings of the study will help both practitioners of different QSR brands and facilitators in hospitality academia to better understand the nuances and uniqueness of Gen Z consumer behavior in the QSRs.

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“…Inputs Outputs Hruschka (1986) no. of seats, labour costs, cost of goods and materials sold, other operating expenses sales revenue Banker & Morey (1986) performed by Kukanja and Planinc (2020, 2018 and Kukanja (2020, 2019). The authors stressed the necessity of a standardised approach to efficiency measurement and proposed a standardised set of inputs (the requisite assets) and output (sales revenue).…”

Section: Authorsmentioning

confidence: 99%

The Interplay of Restaurant SMEs’ Entrepreneurial and Environmental Characteristics, Management of the Requisite Assets, and Operational Efficiency

2022

Self Cite

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Background/Purpose: SMEs are subject to different factors in the business environments that influence their business performance. Considering the importance of restaurants’ environmental characteristics, entrepreneurs can also, through their entrepreneurial characteristics, influence SMEsʼ management of the requisite assets (MRA). Accordingly, this study examines the influence of restaurant SMEs’ entrepreneurial (self-efficacy, orientation, and demographics) and environmental (location, size, and competition) characteristics on MRA and, consequently, on SMEs’ operational efficiency. Methods: Primary data relating to the environmental (location, size, and competition) and entrepreneurial (self-efficacy, orientation, and demographic) characteristics were obtained using a survey questionnaire, while the secondary data were obtained from SMEs’ official financial reports. The sample consists of 266 restaurant SMEs in the Republic of Slovenia. Efficiency was analysed using data envelopment analysis (DEA), and structural equation modelling (SEM) was used to test the research model. Results: The results indicate that environmental characteristics have a much more significant impact on MRA than entrepreneurial characteristics. Entrepreneurial self-efficacy and most demographic characteristics (age, gender, education, and experience) proved not to influence significantly MRA and, consequently, SMEs’ operational efficiency. Conclusion: SMEs’ external environment is generally not directly influenced by managerial decisions. Therefore, it is critical to strengthen the influence of the internal environment through an active development of entrepreneurial characteristics, which could result in a more effective MRA and higher efficiency. The conclusion provides suggestions for future research and valuable information for entrepreneurs, academia, and policymakers.

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Toward cost-effective service excellence: Exploring the relationship between managers’ perceptions of quality and the operational efficiency and profitability of restaurants

Cited by 10 publications

References 53 publications

The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale

The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale

Measuring QSR service quality on behavioral intentions of gen Z customers using QUICKSERV–mediating effect of service value and satisfaction

The Interplay of Restaurant SMEs’ Entrepreneurial and Environmental Characteristics, Management of the Requisite Assets, and Operational Efficiency

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