Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort

Vera Patrício (), Rogério Puga-Leal and Zulema Lopes Pereira ()
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Vera Patrício: IET, FCT-Universidade Nova de Lisboa
Zulema Lopes Pereira: IET, FCT-Universidade Nova de Lisboa

Enterprise and Work Innovation Studies, 2006, vol. 2, issue 2, 127-136

Abstract: SERVQUAL is the most popular instrument to ascertain service quality. However, some debate exists about its ability to characterize different service environments. Furthermore, there is not a consensus about the inclusion of customer expectations in the model. The research presented in this paper intends to discuss the applicability of SERVQUAL to restaurant services and to analyze the inclusion of customer expectations in such environment. The research was developed in a Portuguese resort and more than 300 customers, from two different restaurants, were invited to participate in the study.

Keywords: service quality; restaurants (search for similar items in EconPapers)
Date: 2006
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:ieu:journl:v:2:y:2006:i:2:p:127-136

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