Author(s):
Patrício, Vera 
; Leal, Rogério P. ; Pereira, Zulema L.
Date: 2006
Persistent ID: http://hdl.handle.net/10362/1726
Origin: Repositório Institucional da UNL
Subject(s): service quality; restaurant
Document details
Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese ...
Description
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.
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.
Document Type
Article
Language English
Language English
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