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Perceived Service Quality In Restaurant Services: Evidence From Mauritius

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  • 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
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    References listed on IDEAS

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    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.
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    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.

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    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

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