Perceived Service Quality in Restaurant Services: Evidence from Mauritius

International Journal of Management and Marketing Research, Vol. 5, No. 3, pp.1-14 (2012)

14 Pages Posted: 28 Jan 2013

Date Written: 2012

Abstract

The purpose of this study is to investigate service quality dimensions in restaurant 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.

Keywords: Service Quality, Customer Satisfaction, Behavioral Intentions, Restaurant

JEL Classification: M31

Suggested Citation

Ramseook-Munhurrun, Prabha, Perceived Service Quality in Restaurant Services: Evidence from Mauritius (2012). International Journal of Management and Marketing Research, Vol. 5, No. 3, pp.1-14 (2012), Available at SSRN: https://ssrn.com/abstract=2162572

Prabha Ramseook-Munhurrun (Contact Author)

University of Technology, Mauritius (UTM) ( email )

La Tour Koenig
Pointe-aux-Sables
Pointe aux Sables
Mauritius

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