IDEAS home Printed from https://ideas.repec.org/a/prp/jattij/v12y2019i2p147-159.html
   My bibliography  Save this article

Service Quality in Restaurants Operating in a Rural Area: The Case of Slovenian Istria

Author

Listed:
  • Marko Kukanja

    (University of Primorska, Faculty of Tourism Studies – Turistica, Slovenia)

  • Tanja Planinc

    (University of Primorska, Faculty of Tourism Studies – Turistica, Slovenia)

Abstract

The purpose of this paper was to investigate service quality in restaurants operating in the rural area of Slovenian Istria. The dineserv tool was used as a research instrument. The research sample consisted of 25 restaurant facilities and 250 valid questionnaires completed by domestic guests. Based on results of the exploratory factor analysis, two main factor groups that best explain domestic guests’ quality perceptions in rural restaurant facilities were identified: (1) Empathy, Responsiveness, and Assurance (era) and (2) Tangibles. The results of our study are significantly different from those obtained in a previous study performed in the coastal area of Slovenian Istria (Kukanja & Planinc, 2015), as they indicate a relatively bipolar and homogeneous service quality structure. This study is of great managerial interest at the micro (restaurant) and macro (destination) levels. Research results indicate that restaurant managers should emphasise the importance of the two identified quality dimensions (era and Tangibles) and continuously measure the level of their offerings. Accordingly, research results may also be implemented in future destination quality and development strategies. In terms of future research, it would be of great interest to see if similarities in guests’ quality perceptions exist between Slovenian Istria and other competitive rural destinations.

Suggested Citation

  • Marko Kukanja & Tanja Planinc, 2019. "Service Quality in Restaurants Operating in a Rural Area: The Case of Slovenian Istria," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 12(2), pages 147-159.
    • Handle: RePEc:prp:jattij:v:12:y:2019:i:2:p:147-159
    DOI: 10.26493/2335-4194.12.147-159
    as

    Download full text from publisher

    File URL: http://www.hippocampus.si/ISSN/2335-4194/12.147-159.pdf
    File Function: full text in English
    Download Restriction: no
    File URL: https://libkey.io/10.26493/2335-4194.12.147-159?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Riyad Eid & Ali Ahmed Abdelkader, 2017. "Muslim service quality dimensions in the tourism and hospitality industry: construct development and measurement validation," International Journal of Islamic Marketing and Branding, Inderscience Enterprises Ltd, vol. 2(3), pages 215-231.
    2. Marko Kukanja, 2017. "Quality Measurement In Restaurant Industry From The Marketing Perspective: A Comparison Of Guests' And Managers' Quality Perceptions," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 26(1), pages 41-61, june.
    3. Khurram Sharif & Norizan Mohd Kassim, 2012. "Non-academic service quality: comparative analysis of students and faculty as users," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 22(1), pages 35-54, June.
    4. Ohe, Yasuo & Kurihara, Shinichi, 2013. "Evaluating the complementary relationship between local brand farm products and rural tourism: Evidence from Japan," Tourism Management, Elsevier, vol. 35(C), pages 278-283.
    5. Jinsoo Park & EuiBeom Jeong, 2019. "Service Quality in Tourism: A Systematic Literature Review and Keyword Network Analysis," Sustainability, MDPI, vol. 11(13), pages 1-21, July.
    6. Marko Kukanja & Tanja Planinc, 2015. "Restaurant Quality: A Cross-National Comparison between two Neighbouring North Mediterranean Tourist Destinations – Portorož and Opatija: Domestic Customers’ Perspective," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 8(2), pages 85-96.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ian Sutherland & Youngseok Sim & Seul Ki Lee & Jaemun Byun & Kiattipoom Kiatkawsin, 2020. "Topic Modeling of Online Accommodation Reviews via Latent Dirichlet Allocation," Sustainability, MDPI, vol. 12(5), pages 1-15, February.
    2. Shuichiro Kajima & Yuta Uchiyama & Ryo Kohsaka, 2020. "Intellectual Property Strategies for Timber and Forest Products: The Case of Regional Collective Trademark Applications by Japanese Forestry Associations," Sustainability, MDPI, vol. 12(5), pages 1-16, March.
    3. Shuyang Yu & Dan Wang, 2022. "Quantitative SWOT Analysis on Factors Influencing the Sustainable Development of Non-Academic Education in China’s Open Universities: A Case Study of Beijing Open University," Sustainability, MDPI, vol. 14(20), pages 1-24, October.
    4. Ohe, Y., 2018. "Does Farmer s Identity Make a Difference in Efficiency in Dairy Farms Conducting Educational Tourism? Evaluation by Slacks-based Measure DEA Models," 2018 Conference, July 28-August 2, 2018, Vancouver, British Columbia 277533, International Association of Agricultural Economists.
    5. Ngoasong, Michael Z. & Kimbu, Albert N., 2016. "Informal microfinance institutions and development-led tourism entrepreneurship," Tourism Management, Elsevier, vol. 52(C), pages 430-439.
    6. EuiBeom Jeong & Hanna Yoo, 2022. "A systematic literature review of women in social entrepreneurship," Service Business, Springer;Pan-Pacific Business Association, vol. 16(4), pages 935-970, December.
    7. Nur Utomo, Mohamad & Kaujan, Kaujan & Mubarak, Ahmad, 2023. "Innovation to Improve the Village Economy Through the Development of Local Wisdom-Based Agro-Tourism, in North Kalimantan, Indonesia," AGRIS on-line Papers in Economics and Informatics, Czech University of Life Sciences Prague, Faculty of Economics and Management, vol. 15(2), June.
    8. Ohe, Yasuo & Ikei, Harumi & Song, Chorong & Miyazaki, Yoshifumi, 2017. "Evaluating the relaxation effects of emerging forest-therapy tourism: A multidisciplinary approach," Tourism Management, Elsevier, vol. 62(C), pages 322-334.
    9. Huiqi Song & Pengwei Chen & Yongxun Zhang & Youcheng Chen, 2021. "Study Progress of Important Agricultural Heritage Systems (IAHS): A Literature Analysis," Sustainability, MDPI, vol. 13(19), pages 1-22, September.
    10. Hyunjung Kim & Eun Jung Kim, 2021. "Tourism as a Key for Regional Revitalization?: A Quantitative Evaluation of Tourism Zone Development in Japan," Sustainability, MDPI, vol. 13(13), pages 1-24, July.
    11. Keshav Lall Maharjan & Clarisse Mendoza Gonzalvo & Wilson Florendo Aala, 2021. "Leveraging Japanese Sado Island Farmers’ GIAHS Inclusivity by Understanding Their Perceived Involvement," Sustainability, MDPI, vol. 13(20), pages 1-15, October.
    12. Xiangnan Fan & Yuning Cheng, 2023. "Assessing a Tourism City from an Ecosystem Services Perspective: The Evaluation of Tourism Service in Liyang, China," Land, MDPI, vol. 12(11), pages 1-22, November.
    13. Kukanja Marko & Planinc Tanja, 2019. "Cost-Effective Service Excellence: Exploring the Relationships Among Restaurants’ Operational Efficiency, Size and Service Quality," South East European Journal of Economics and Business, Sciendo, vol. 14(2), pages 67-81, December.
    14. Maharjan, Keshav Lall & Gonzalvo, Clarisse & Aala, Wilson, 2021. "Leveraging Japanese Sado Island Farmers’ Giahs Inclusivity By Understanding Their Perceived Involvement," 2021 Conference, August 17-31, 2021, Virtual 315133, International Association of Agricultural Economists.
    15. Kumar Bhatta & Yasuo Ohe, 2020. "A Review of Quantitative Studies in Agritourism: The Implications for Developing Countries," Tourism and Hospitality, MDPI, vol. 1(1), pages 1-18, October.
    16. Angelo Belliggiano & Letizia Bindi & Corrado Ievoli, 2021. "Walking along the Sheeptrack…Rural Tourism, Ecomuseums, and Bio-Cultural Heritage," Sustainability, MDPI, vol. 13(16), pages 1-22, August.
    17. Xiangping Wang & Ivan Kai Wai Lai & Huajun Tang & Chuan Pang, 2022. "Coordination Analysis of Sustainable Dual-Channel Tourism Supply Chain with the Consideration of the Effect of Service Quality," Sustainability, MDPI, vol. 14(11), pages 1-24, May.
    18. Angelo Belliggiano & Eugenio Cejudo Garcia & Marilena Labianca & Francisco Navarro Valverde & Stefano De Rubertis, 2020. "The “Eco-Effectiveness” of Agritourism Dynamics in Italy and Spain: A Tool for Evaluating Regional Sustainability," Sustainability, MDPI, vol. 12(17), pages 1-25, August.
    19. Wuxiang Chen, 2023. "Developing a Sustainable Business Model of Ecotourism in Ethnic-Minority Regions Guided by the Green Economy Concept," Sustainability, MDPI, vol. 15(2), pages 1-25, January.
    20. Mian Yang & Wenjie Fan & Jian Qiu & Sining Zhang & Jinting Li, 2022. "The Evaluation of Rural Outdoor Dining Environment from Consumer Perspective," IJERPH, MDPI, vol. 19(21), pages 1-16, October.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:prp:jattij:v:12:y:2019:i:2:p:147-159. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Alen Jezovnik (email available below). General contact details of provider: http://academica.turistica.si .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.