Open AccessDetecting Service quality influence using DINESERV model: A study with the reference to restaurants in Dhaka city
Author(s) -
Y. A. H. Hassan
Publication year - 2021
Publication title -
ymer
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.103
H-Index - 5
ISSN - 0044-0477
DOI - 10.37896/ymer20.10/25
Subject(s) - servqual , service quality , hospitality , context (archaeology) , tourism , marketing , quality (philosophy) , business , service (business) , empirical research , advertising , geography , statistics , mathematics , epistemology , philosophy , archaeology
Number of studies related to assessing service quality through Service quality gap model, known as SERVQUAL model in tourism and hospitality industries is seen either originally or with developed version. The main aim of this study is focused assessing empirically on the developed version of SERVQUAL model for measuring the service quality for restaurant services known as DINESERV, in the context of restaurant services in Dhaka city, Bangladesh. The comprised 29 attributes of SERVQUALL model is DINESERV, that is used for designing the questionnaires in this study, which aimed to measure the gap between expectation and perception level of customers in restaurant service. However, 110 valid questionnaires from 150 has been statistically analyzed in SPSS20. This empirical study makes a glance that 25 indicators have rooms to make more improvement due to persisting gap between expectations and perceptions, meanwhile, results and findings have been complied with the identification of strength and weakness of service quality of selected oldest restaurants of Dhaka city, who can uphold their dignity through the possible suggestions from this study