Naslov
Measuring service quality in Croatian restaurants: application of DINESERV scale

Autori
Marković, Suzana ; Komšić, Jelena ; Dorčić, Jelena

Vrsta, podvrsta i kategorija rada
Poglavlja u knjigama, znanstveni

Knjiga
Marketing insights from a changing environment

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

Izdavač
Pearson Education

Grad
London : Delhi

Godina
2015

Raspon stranica
131-161

ISBN
978-1-78448-762-1

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

Sažetak
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”.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

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