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Influence of intangible factors on service quality: a study with reference to restaurants in Chennai, Tamil Nadu

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  • Kota Sreenivasa Murthy
  • K. Sai Kumar

Abstract

Service quality is critical for the survival of any organisation. While there are many studies related to service quality, the majority of those studies investigated the effect of different dimensions on service quality giving less importance to the specific factors that influence the service quality. As such the study is aimed to identify the influence of various intangible factors on service quality in restaurants. The data were collected from the customers who come to the restaurants located in and around Chennai. An analysis of the data reveals that food quality is the major intangible factor followed by value for money, staff behaviour, and service time. Regression analysis of testing the impact of various intangible factors on service quality also identified that food quality is the important factor. The opinion of male and female customers on the intangible factors that influence the service quality concluded that there is no significant difference of opinion exists between them except for a few intangible factors such as restaurant ambiance, customer privacy, and customer entertainment.

Suggested Citation

  • Kota Sreenivasa Murthy & K. Sai Kumar, 2026. "Influence of intangible factors on service quality: a study with reference to restaurants in Chennai, Tamil Nadu," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 39(4), pages 443-456.
    • Handle: RePEc:ids:ijbexc:v:39:y:2026:i:4:p:443-456
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