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”.
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Author Name: SUZANA MARKOVI?, SANJA RASPOR
URL: View PDF
Keywords: service quality, DINESERV, statistical analysis, restaurant industry
ISSN: 1224-8738
EISSN: 2065-9636
EOI/DOI:
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