MEASURING SERVICE QUALITY PERCEPTIONS OF THE CUSTOMERS OF RESTAURANTS IN PAKISTAN
This study aims to descriptively analyze different service quality attributes and ranking of services in renowned and successful restaurants. A sample of 407 customers of 10 reputed restaurants was gathered, operating in vicinity of twin cities of Islamabad and Rawalpindi of Pakistan, using abilingu...
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Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
2015-11-01
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Series: | International Journal for Quality Research |
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Online Access: | http://www.ijqr.net/journal/v7-n2/2.pdf |
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doaj-0c110a7ea8d146779e3277250d9a9c862021-03-02T00:45:56ZengCenter for Quality, Faculty of Engineering, University of Kragujevac, SerbiaInternational Journal for Quality Research1800-64501800-74732015-11-0172187200MEASURING SERVICE QUALITY PERCEPTIONS OF THE CUSTOMERS OF RESTAURANTS IN PAKISTANShahab Alam Malik0Laeeq Hassan Jaswal1Shujah Alam Malik2Tahir Mumtaz Awan3COMSATS Institute of Information Technology (CIIT) PakistanCOMSATS Institute of Information Technology (CIIT) PakistanUniversitiTeknologi Malaysia (UTM) MalaysiaSun Yat-senUniveristy ChinaThis study aims to descriptively analyze different service quality attributes and ranking of services in renowned and successful restaurants. A sample of 407 customers of 10 reputed restaurants was gathered, operating in vicinity of twin cities of Islamabad and Rawalpindi of Pakistan, using abilingual survey instrument to measure service quality perceptions of customers.Five service quality attributes of restaurant staff, tips, tangibles, convenience, and food quality were used and their relationship with overall satisfaction was measured. Besides, key reasons to visit a restaurant were also inquired. Majority of the participants was comprised of private sector employees and students. Results of current study will be beneficial for the restaurants' managers in knowing customers evaluations and formulating future strategies accordingly.http://www.ijqr.net/journal/v7-n2/2.pdfservice qualitycustomers satisfactionrestaurantsPakistan |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Shahab Alam Malik Laeeq Hassan Jaswal Shujah Alam Malik Tahir Mumtaz Awan |
spellingShingle |
Shahab Alam Malik Laeeq Hassan Jaswal Shujah Alam Malik Tahir Mumtaz Awan MEASURING SERVICE QUALITY PERCEPTIONS OF THE CUSTOMERS OF RESTAURANTS IN PAKISTAN International Journal for Quality Research service quality customers satisfaction restaurants Pakistan |
author_facet |
Shahab Alam Malik Laeeq Hassan Jaswal Shujah Alam Malik Tahir Mumtaz Awan |
author_sort |
Shahab Alam Malik |
title |
MEASURING SERVICE QUALITY PERCEPTIONS OF THE CUSTOMERS OF RESTAURANTS IN PAKISTAN |
title_short |
MEASURING SERVICE QUALITY PERCEPTIONS OF THE CUSTOMERS OF RESTAURANTS IN PAKISTAN |
title_full |
MEASURING SERVICE QUALITY PERCEPTIONS OF THE CUSTOMERS OF RESTAURANTS IN PAKISTAN |
title_fullStr |
MEASURING SERVICE QUALITY PERCEPTIONS OF THE CUSTOMERS OF RESTAURANTS IN PAKISTAN |
title_full_unstemmed |
MEASURING SERVICE QUALITY PERCEPTIONS OF THE CUSTOMERS OF RESTAURANTS IN PAKISTAN |
title_sort |
measuring service quality perceptions of the customers of restaurants in pakistan |
publisher |
Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia |
series |
International Journal for Quality Research |
issn |
1800-6450 1800-7473 |
publishDate |
2015-11-01 |
description |
This study aims to descriptively analyze different service quality attributes and ranking of services in renowned and successful restaurants. A sample of 407 customers of 10 reputed restaurants was gathered, operating in vicinity of twin cities of Islamabad and Rawalpindi of Pakistan, using abilingual survey instrument to measure service quality perceptions of customers.Five service quality attributes of restaurant staff, tips, tangibles, convenience, and food quality were used and their relationship with overall satisfaction was measured. Besides, key reasons to visit a restaurant were also inquired. Majority of the participants was comprised of private sector employees and students. Results of current study will be beneficial for the restaurants' managers in knowing customers evaluations and formulating future strategies accordingly. |
topic |
service quality customers satisfaction restaurants Pakistan |
url |
http://www.ijqr.net/journal/v7-n2/2.pdf |
work_keys_str_mv |
AT shahabalammalik measuringservicequalityperceptionsofthecustomersofrestaurantsinpakistan AT laeeqhassanjaswal measuringservicequalityperceptionsofthecustomersofrestaurantsinpakistan AT shujahalammalik measuringservicequalityperceptionsofthecustomersofrestaurantsinpakistan AT tahirmumtazawan measuringservicequalityperceptionsofthecustomersofrestaurantsinpakistan |
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