Assessing Service Quality in Korean Casual-Dining Restaurants Using DINESERV

Hyun Jeong Kim · Cynthia S. McCahon · Judy L. Miller

65 citations0/0 files storedJournal of Foodservice Business Research

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

This study aimed to validate the five dimensions of DINESERV and evaluate service quality of foreign-brand, casual dining restaurants in Korea using DINESERV. It was hypothesized that DINESERV is a valid instrument in the Korean culture, and service quality differs significantly based upon customers' characteristics and restaurants. The factor analysis indicated that (1) tangibles had three subdimensions, and (2) responsiveness had a substantial overlap with assurance. Restaurants in the chain displayed significantly different service qualities. Gender, average spending, and dining occasions significantly impacted the perceptions of service quality.

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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 1992Measuring Service Quality: A Reexamination and Extension 1991Refinement and reassessment of the SERVQUAL scale.1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions 1992An empirical assessment of the SERVQUAL scale 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality

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