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- Title
Dineserv: A Tool for Measuring Service Quality in Restaurants.
- Authors
Vanniarajan, T.; Meharajan, T.
- Abstract
Increase in disposable income, urbanization and the impact of transportation and communication have fuelled a strong demand for dining places in India. From metro cities to towns, people have got habituated to taking food in restaurants in recent years. There is a stiff competition among restaurants to provide qualitative service to their customers for their survival. This is a demanding sector that stresses on high level of customer service and continuous quality improvement. It is important to encourage local consumption and attract the arrival of visitors. In this context, this paper discusses the identification of quality attributes for restaurant services with reference to an empirical study. The conclusion was that restaurant owners truly want to gain a competitive edge. Hence, they continually strive to increase the level of overall service quality of their restaurants by emphasizing the five important DINESERV variables, namely consistent quality of food and beverage, personal relationships, friendly service by staffs, reasonable food price, clean and elegant dining equipment and consistent communication.
- Subjects
RESTAURANTS; QUALITY of service; DISPOSABLE income; URBANIZATION; TRANSPORTATION; FOOD
- Publication
Journal of Marketing & Communication, 2012, Vol 8, Issue 2, p4
- ISSN
0973-2330
- Publication type
Article