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Measuring service quality in Croatian restaurants: application of DINESERV scale (CROSBI ID 55107)

Prilog u knjizi | izvorni znanstveni rad

Marković, Suzana ; Komšić, Jelena ; Dorčić, Jelena Measuring service quality in Croatian restaurants: application of DINESERV scale // Marketing insights from a changing environment / Grbac, Bruno ; Lončarić, Dina ; Dlačić, Jasmina et al. (ur.). London : Delhi: Pearson Education, 2015. str. 131-161

Podaci o odgovornosti

Marković, Suzana ; Komšić, Jelena ; Dorčić, Jelena

engleski

Measuring service quality in Croatian restaurants: application of DINESERV scale

The purpose of the present research was to investigate service quality expectations and perceptions of guests in Croatian restaurant settings among three different samples gathered during the period of the past six years. The research aimed to (a) empirically assess guests’ expectations and perceptions in restaurant settings, (b) identify expected and perceived service quality factors in restaurant settings, and (c) determine potential differences in guests’ expectations and perceptions between the 2007, 2010 and 2013 surveys. In order to measure restaurant guests’ expectations and perception, a modified DINESERV model was developed. The questionnaire was designed in accordance with Stevens et al. (1995) and Andaleeb and Conways’s (2006) research. Data were gathered in restaurant settings in three stages: the first stage in 2007 on the Opatija Riviera, the second in 2010 in the city of Rijeka, and the third in 2013 in city of Zagreb. Data were analyzed using descriptive statistics, exploratory factor analysis and reliability analysis. The findings suggested rather high restaurant guests’ expectations and perceptions in all three surveys, although the overall level of guests’ expectations and perceptions has not changed dramatically over the past six years. Furthermore, a slightly different factor structure was identified between the three samples. According to the results of all three surveys, restaurant guests’ expectations and perceptions can be explained by two main factors, “facilities and staff” and “assurance and empathy”.

service quality, SERVQUAL, DINESERV, statistical analysis, restaurants, Croatia

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Podaci o prilogu

131-161.

objavljeno

Podaci o knjizi

Marketing insights from a changing environment

Grbac, Bruno ; Lončarić, Dina ; Dlačić, Jasmina ; Žabkar, Vesna ; Grunhagen, Marko

London : Delhi: Pearson Education

2015.

978-1-78448-762-1

Povezanost rada

Ekonomija