Measuring the customers’ perception of tangible service quality in the restaurant industry: An emphasis on the upscale dining segment

Abstract

The purpose of this study is to investigate the relative importance of tangible service attributes toward diners’ satisfaction within the upscale dining segment. Based on previous studies on tangible service quality, a total of 29 tangible service attributes were identified. Through the exploratory factor analysis (EFA), five underlying dimensions of tangible service attributes were first delineated: presentation value, table aesthetics, sensory perceptions, hygiene purity, and vehicle convenience. The results of multiple regression analyses indicate that statistically significant causal relationship between tangible service factors and the diners’ satisfaction exist within the upscale dining segment. Detailed empirical findings and implications are discussed.

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