| Author : | Chow, I. H. S.; Lau, V. P.; Lo, W. C. T.; Sha, Z.; Yun, H. |
|---|---|
| Category : | Journal Article |
| Department : | |
| Year / Month : | 2007 |
| Source : | International Journal of Hospitality Management, 26, 698-710. |
Abstract
- Using the decision- and experiential-oriented perspectives as theoretical guides, this article reported an empirical assessment of service quality in restaurant operations. We proposed and tested a conceptual model of service quality using structural equation modeling. Using a sample of 284 customers from two large full-service restaurants in southern China, we investigated the relationships of service quality, customer satisfaction, and frequency of patronage. The results supported the significant links between service quality and customer satisfaction, service quality and repeat patronage, but not customer satisfaction and repeat patronage. The study has provided important insights and implications into service quality and customer satisfaction in the field of restaurant operations.
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