IDEAS home Printed from https://ideas.repec.org/a/ibf/ijmmre/v5y2012i3p1-14.html
   My bibliography  Save this article

Perceived Service Quality In Restaurant Services: Evidence From Mauritius

Author

Listed:
  • Prabha Ramseook-Munhurrun

Abstract

The purpose of this study is to investigate service quality dimensions in retsuarant services. The study examines the influence of the service dimensions on customer satisfaction and behavioral intentions within the restaurant context in an island economy, Mauritius. Factor analysis was performed to determine dimensions that are likely to influence customers’ restaurant service evaluations. Based on the analyses, three distinct dimensions were identified by the customers, Food Quality-Reliability, Responsiveness-Assurance-Empathy and Tangibles. Multiple regression analyses were then employed to examine the relative importance of the three service dimensions in determining satisfaction judgments and customers’ behavioral intentions. The results support the links between service quality dimensions, satisfaction and behavioral intentions respectively. The findings are expected to help the owners of restaurants in Mauritius to address the gaps and improve satisfaction level of their customers, thereby bringing about repeat business and improving profits

Suggested Citation

  • Prabha Ramseook-Munhurrun, 2012. "Perceived Service Quality In Restaurant Services: Evidence From Mauritius," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 5(3), pages 1-14.
    • Handle: RePEc:ibf:ijmmre:v:5:y:2012:i:3:p:1-14
    as

    Download full text from publisher

    File URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v5n3-2012/IJMMR-V5N3-2012-1.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Diana Triwardhani & Yuliniar & Khoirul Aswar & Yudhi Nur Supriyadi, 2023. "The Effect of Halal Label Perception, Lifestyle and Quality of Service on Purchase Decision at Starbucks Coffee in Indonesia," Journal of Economics and Behavioral Studies, AMH International, vol. 14(4), pages 42-49.
    2. Hung-Joubert Yu-ting, 2017. "Investigating the construct validity of quality measures influencing online shopping in a South African context," Management & Marketing, Sciendo, vol. 12(3), pages 376-401, September.
    3. Hafiz Muhammad Naveed & Yao Hongxing & Muhammad Akhtar & Muhammad Usman Anwer & David Alemzero, 2020. "The Impact of Customer Feedback on Organizational Health when Employee Empowerment works as a moderator: Evidence from Pakistani Fast Food Industry," Business and Economic Research, Macrothink Institute, vol. 10(3), pages 65-89, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Moriuchi, Emi & Takahashi, Ikuo, 2022. "The role of perceived value, trust and engagement in the C2C online secondary marketplace," Journal of Business Research, Elsevier, vol. 148(C), pages 76-88.
    2. Athanassopoulos, Antreas D., 2000. "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, Elsevier, vol. 47(3), pages 191-207, March.
    3. Nugroho, Adi, 2021. "Study of Airport Service Quality and Profitability in Indonesia," OSF Preprints ah2ns, Center for Open Science.
    4. Landrum, Hollis & Prybutok, Victor R., 2004. "A service quality and success model for the information service industry," European Journal of Operational Research, Elsevier, vol. 156(3), pages 628-642, August.
    5. Muhammad Awan & Khalid Mahmood, 2013. "Development of a service quality model for academic libraries," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(2), pages 1093-1103, February.
    6. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    7. Suzana Markovic & Sanja Raspor & Jelena Komšic, 2012. "Service Quality Measurement in Croatian Wellness Tourism: An Application of the SERVQUAL Scale," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 5(1), pages 47-58.
    8. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    9. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.
    10. Meesala, Appalayya & Paul, Justin, 2018. "Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 261-269.
    11. Andrews A. Yalley & Gloria K. Q. Agyapong, 2017. "Measuring service quality in Ghana: a crossvergence cultural perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(2), pages 43-53, June.
    12. Vasiliki V Daskalaki & Maria C Voutsa & Christina Boutsouki & Leonidas Hatzithomas, 2020. "Service quality, visitor satisfaction and future behavior in the museum sector," Post-Print hal-02440954, HAL.
    13. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
    14. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
    15. Emmanuel Agwu Arisi-Nwugballa, 2016. "Does Outsourcing Improve Quality of Service in Public Healthcare Institutions in South-East Nigeria?," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 6(2), pages 196-203, April.
    16. Ali, Muhammad & Raza, Syed Ali, 2015. "Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model," MPRA Paper 64039, University Library of Munich, Germany.
    17. Chakravarty, Sugato & Feinberg, Richard & Rhee, Eun-Young, 2004. "Relationships and individuals' bank switching behavior," Journal of Economic Psychology, Elsevier, vol. 25(4), pages 507-527, August.
    18. Jung-Yu Lai & Khire Rushikesh Ulhas & Jian-Da Lin, 2014. "Assessing and managing e-commerce service convenience," Information Systems Frontiers, Springer, vol. 16(2), pages 273-289, April.
    19. Muhammad Kashif & Umair Altaf & Hafiz M. Ayub & Umer Asif & John C. Walsh, 2014. "Customer Satisfaction at Public Hospitals in Pakistan: PAKSERV Application," Global Business Review, International Management Institute, vol. 15(4), pages 677-693, December.
    20. Ahmet Kara, 2013. "A low quality–high cost–low satisfaction trap in public health care: a model and an efficiency-quality-welfare improving stochastic resolution," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(4), pages 2081-2093, June.

    More about this item

    Keywords

    Service Quality; Customer Satisfaction; Behavioral Intentions; Restaurant;
    All these keywords.

    JEL classification:

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

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibf:ijmmre:v:5:y:2012:i:3:p:1-14. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Mercedes Jalbert (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.