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Investigating The Perceived Service Quality In Croatian Restaurant Industry Using Dineserv Model

Author

Listed:
  • SUZANA MARKOVIC

    (Faculty of Tourism and Hospitality Management Opatija, Croatia)

  • SANJA RASPOR

    (Assistant, Polytechnic of Rijeka, Croatia)

Abstract

The purpose of this study is to assess perceptions of restaurant customers and to determine the factor structure of perceived restaurant service quality. A modified DINESERV model was applied. The model was tested on the sample of 32 restaurants on the Opatija Riviera (Croatia), resulting with 156 usable questionnaires on which statistical analysis was performed. Results suggest a rather high perceived service quality, explained with two main dimensions, namely “overall dining experience” and “restaurant ambience”.

Suggested Citation

  • Suzana Markovic & Sanja Raspor, 2010. "Investigating The Perceived Service Quality In Croatian Restaurant Industry Using Dineserv Model," JOURNAL STUDIA UNIVERSITATIS BABES-BOLYAI NEGOTIA, Babes-Bolyai University, Faculty of Business.
    • Handle: RePEc:bbn:journl:2010_4_1_markovic
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    File URL: http://tbs.ubbcluj.ro/RePEc/bbn/journl/Negotia_4_2010.pdf
    File Function: Revised version, 2010
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    More about this item

    Keywords

    service quality; DINESERV; statistical analysis; restaurant industry;
    All these keywords.

    JEL classification:

    • C49 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Other
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

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