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Impact Of Service Quality On Customer Satisfaction: Evidences From The Restaurant Industry In Pakistan

Author

Listed:
  • Ubedullah Amjad Ali SHAIKH

    (Institute of Business and Technology – Biztek, Karachi, Pakistan)

  • Naveed Ur Rehman KHAN

    (Universiti Pendidikan Sultan Idris – UPSI, Perak, Malaysia)

Abstract

The purpose of this study is to contribute to the literature of service quality importance in restaurant industry. The study has been based upon the Servqual technique and Dineserv tool of improving the quality by the service providing organizations. The study is undertaken from the perspective of Pakistani Restaurant Industry and the customers' perceptions vis-à-vis restaurant dining. Two variables of Servqual, i.e. Tangibles and Responsiveness, have been examined to demonstrate the significance of service quality on customer satisfaction. The results endorse the importance of enhanced complementary service standards in restaurant industry. Finally, the findings provide an insight for the Pakistani restaurant service providing establishments and suggestion have been made for the caretakers of the industry on ways to improve service quality.

Suggested Citation

  • Ubedullah Amjad Ali SHAIKH & Naveed Ur Rehman KHAN, 2011. "Impact Of Service Quality On Customer Satisfaction: Evidences From The Restaurant Industry In Pakistan," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(2), pages 343-355, November.
    • Handle: RePEc:aio:manmar:v:ix:y:2011:i:2:p:343-355
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    More about this item

    Keywords

    marketing; restaurants; servqual; customer satisfaction;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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