PROBING SERVICE QUALITY IN RESTAURANTS: A PERCEPTUAL VIEW OF CUSTOMERS

Authors

  • Dr. Harpreet Singh Assistant Professor, University School of Business Studies, Punjabi University, Guru Kashi Campus, Talwandi Sabo (Distt. Bathinda), PUNJAB

Keywords:

Service Quality, Perception, Expectation, Responsiveness, Reliability

Abstract

For any service provider, service quality is of paramount importance. Service quality is directly related to customer satisfaction. Since services are produced and consumed at the same moment and are perishable in nature hence delivering utmost quality of service is something which counts. Service quality is essential for product differentiation and for building customer satisfaction and loyalty. The service quality is evaluated in terms of service gap. The present study is an attempt to find out the quality of services in restaurants of Bathinda region in Punjab. The study mainly focuses on measuring customer’s perception and expectation towards restaurant services. The author has attempted to analyse the service quality using SERVQUAL model. The customer feedback towards such services was collected through administration of a structured questionnaire among a sample of 100 respondents. The study revealed some interesting facts. It has been found out that customer rate responsiveness higher as compared to other variables of service quality. The second preference was given to reliability. 

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Published

2015-11-30

Issue

Vol. 4 No. 12 (2015): NOVEMBER 2015

Section

Articles

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