GRSERV scale: an effective tool for measuring consumer perceptions of service quality in green restaurants

Cheng-Ta Chen · Ching‐Chan Cheng · Fu-Sung Hsu

55 citations0/0 files storedTotal Quality Management & Business Excellence

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Customer Service Quality and Loyalty Culinary Culture and Tourism Environmental Sustainability in Business

Abstract

This study aimed to develop a Green Restaurant Service Quality scale (GRSERV scale). This study used qualitative procedures to develop the dimensions and items of the preliminary GRSERV scale and used quantitative procedures to confirm the reliability and validity of the GRSERV scale. The GRSERV scale included 7 dimensions: tangible, reliability, responsiveness, assurance, empathy, environmental-oriented services, and food quality, which contained a total of 28 items. It was hoped that the GRSERV scale could help green restaurant managers and scholars better understand customers' needs for service quality, in order to significantly improve and enhance the service quality of green restaurants.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1986Self-Reports in Organizational Research: Problems and Prospects 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1977Content Analysis in Consumer Research 1995Dineserv: A Tool for Measuring Service Quality in Restaurants 2005Green consumption or sustainable lifestyles? Identifying the sustainable consumer

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