Use of Service Quality Gap Theory to Differentiate between Foodservice Outlets

Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants

“…According to Campbell-Smith (1967), food, atmosphere, and service are the key elements in restaurants that broaden the appeal of the meal experience. As for product attributes, previous studies have noted that the most essential part of the restaurant experience, "food quality," which includes an appealing taste, freshness, menu item variety, and appealing presentation, influences customer satisfaction (Johns and Tyas, 1996;Kivela et al, 1999;Raajpoot, 2002). Studies have focused on different food quality attributes such as presentation (Raajpoot, 2002), healthy components (Johns and Tyas, 1996), and freshness (Acebrón and Dopico, 2000;Johns and Tyas, 1996;Kivela et al, 1999) and have reported that these attributes serve as tangible cues of service quality in restaurants.…”

“…A questionnaire was created that contained three constructs relating to the customer's restaurant experience: perceived quality, emotions, and behavioral intentions. The perceived quality of the restaurant experience included three constructs: product attributes (Johns and Tyas, 1996;Kivela et al, 1999;Raajpoot, 2002), atmospherics (Bitner, 1992;Kotler, 1973;Blodgett, 1994, 1996), and service aspects (Brady and Robertson, 2001;Stevens et al, 1995). Each construct of perceived quality was measured using a 7-point scale: "How much do you agree or disagree with these statements?"…”

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

“…The police must incooperate such findings into their operational and conceptual framework as it is statistically established that a correlation existed between user satisfaction, user loyality and profitability [94]. While policing is a public service which means that there is no profitability issue, this can be replaced with user co-operation and the gap model in service quality offers a whole in light on the psychology of behaviour of people [95][96][97]. The reality is service quality dimensions (i.e., assurance, empathy, reliability, responsiveness and tangibles) are related to user satisfaction [98,99] and so it easy to make the link between service quality, customer satisfaction and psychology of behaviour as well as customer retention [92,[100][101][102][103].…”

Measuring Service Quality: To Tailor or not to Tailor?

“…Furthermore, it is the second most important item in airline service perceived by consumers, just 0.37 point lower than 'the safety of the flight'. There are three specially ta1led 1tems wh1ch have higher mean scores than SERVQUAL items in accessibility: they are 'the ease of getting through to the airline on the phone' (Johns and Tyas 1996), 'the ease of getting to the airport' (Brown 1997) and 'availability of cabin crew to help' (Galloway and Blanchard 1994). It can be explained that in travel and transport industry, accessibility is particularly important and so needs tailoring.…”

“…Some scholars have realised this issue, and have developed their own dimensions and specific service quality measuring instrument while researching a specific service industry, e.g. physician services (Mersha and Adlakha 1992}, fast food restaurant (Johnson and Mathews 1997), banking (Galloway and Blanchard 1994), retail (Dabholkar et al 1996}, food service (Johns andTyas 1996}, dentist (Brown 1997), education, medical service, social club and rock or country music concert Bitner 1996 p.497}, hotel, restaurant andairline (Bitner et al 1990}. Some of the above researchers developed their own service quality dimensions, or regrouped the ten service quality dimensions from PZB (1985), but most of the studies just added some special items according the industry they researched. A debate is on-going on the value of service quality measuring tools specially tailored to a specific context.…”