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| Author: | Sohail, M.S. |
| Title: | Measuring service quality in restaurants: An Asia Pacific perspective |
| Journal: | Journal of international marketing and marketing research
2005 : FEB, VOL. 30:1, p. 3-13 |
| Index terms: | Restaurants Service Quality Measurement Customers Markets Asia |
| Language: | eng |
| Abstract: | In this paper, the quality of services (hereafter as: q-of-srv./q-of-srvs.) provided by restaurant in Malaysia are examined. Sea-food restaurant operators have been chosen for the study as this segment enjoys a niche in the Malaysia market. Empirical research is used to determine diners' expectations and perceptions (hereafter as: exps-and-percs.) of the q-of-srv., and a comprehensive scale adapted from SERVQUAL is empirically evaluated for its usefulness in the Malaysian environment. Results based on testing the mean differences btw. exps-and-percs. indicate that diners' perceived value of the services is lower than expectations for 22 of the 26 variables measured. |
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