Employee Service Quality at Uzbekistani Halal Restaurants Amid the COVID-19 Pandemic

Zoirova Shokhsanam and Young-joo Ahn
Additional contact information
Zoirova Shokhsanam: Department of Hospitality and Tourism Management, Sejong University, Seoul 05006, Korea
Young-joo Ahn: Department of Hospitality and Tourism Management, Sejong University, Seoul 05006, Korea

Sustainability, 2021, vol. 13, issue 10, 1-14

Abstract: In this study, we examined the employee service dimensions which are associated with satisfaction and customers’ intention to revisit among Uzbekistani customers who visit halal restaurants in Korea. We also investigated the situational factor of the pandemic outbreak and the moderating role of the restaurant locations. A total of 264 respondents participated. The results revealed that behavior quality and appearance were important employee service quality dimensions for halal restaurants. However, interaction quality and expertise quality were not associated with satisfaction. The results may indicate that consumers did not prefer human interactions at the restaurants because of the risk of Coronavirus disease (COVID-19). The results affirmed that customers who positively evaluated their restaurant experience showed a higher intention to visit again. Finally, the findings showed a moderating effect of the location (the capital city vs. others). The customers visiting restaurants in the capital city were likely to be satisfied with employees wearing masks and wearing clean uniforms. These findings could enrich the literature on the multidimensional aspects of service encounters at Uzbekistani halal restaurants considering the tangible and intangible service qualities of employees during COVID-19.

Keywords: employee service quality; satisfaction; loyalty; ethnic restaurant; Uzbekistan; COVID-19 (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
https://www.mdpi.com/2071-1050/13/10/5712/pdf (application/pdf)
https://www.mdpi.com/2071-1050/13/10/5712/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:13:y:2021:i:10:p:5712-:d:558054

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().