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The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country
The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country
Purpose: the purpose of this research was to investigate the service quality of full-service restaurants in Vietnam in order to explore possible factors that may impact on Customer Perception, which subsequently influences Customer Satisfaction and Behavioural Intentions. Based on DINESERV model and Service Clues, the possible dimensions to construct Customer Perception were realised, and four key dimensions were suggested.

Design/methodology/approach: data were collected from four urban local full-service restaurants in Vietnam, and Factor Analysis and SEM-PLS were then performed to uncover the relationship between Customer Perception, Satisfaction and Behavioural Intentions.

Findings: the results suggest that Customer Perception significantly influences Customer Satisfaction and Behavioural Intentions, and Customer Satisfaction itself is also found to have influence on Behavioural Intentions.

Originality/value: this is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.
Truong, Ngan
ac763a41-9e8f-410b-9f09-20423e9964c0
Nisar, Tahir M.
6b1513b5-23d1-4151-8dd2-9f6eaa6ea3a6
Knox, Dan
b30bc481-aac5-4c72-9731-4e1988a55715
Prabhakar, Guru
51b623ea-f92c-45f6-8f60-95ec4ff6e892
Truong, Ngan
ac763a41-9e8f-410b-9f09-20423e9964c0
Nisar, Tahir M.
6b1513b5-23d1-4151-8dd2-9f6eaa6ea3a6
Knox, Dan
b30bc481-aac5-4c72-9731-4e1988a55715
Prabhakar, Guru
51b623ea-f92c-45f6-8f60-95ec4ff6e892

Truong, Ngan, Nisar, Tahir M., Knox, Dan and Prabhakar, Guru (2017) The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country. International Journal of Culture, Tourism, and Hospitality Research. (doi:10.1108/IJCTHR-11-2016-0111).

Record type: Article

Abstract

Purpose: the purpose of this research was to investigate the service quality of full-service restaurants in Vietnam in order to explore possible factors that may impact on Customer Perception, which subsequently influences Customer Satisfaction and Behavioural Intentions. Based on DINESERV model and Service Clues, the possible dimensions to construct Customer Perception were realised, and four key dimensions were suggested.

Design/methodology/approach: data were collected from four urban local full-service restaurants in Vietnam, and Factor Analysis and SEM-PLS were then performed to uncover the relationship between Customer Perception, Satisfaction and Behavioural Intentions.

Findings: the results suggest that Customer Perception significantly influences Customer Satisfaction and Behavioural Intentions, and Customer Satisfaction itself is also found to have influence on Behavioural Intentions.

Originality/value: this is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.

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Accepted/In Press date: 12 September 2017
e-pub ahead of print date: 29 September 2017

Identifiers

Local EPrints ID: 414717
URI: http://eprints.soton.ac.uk/id/eprint/414717
PURE UUID: 946cea29-8d3f-4927-9e85-2cae1750e410
ORCID for Tahir M. Nisar: ORCID iD orcid.org/0000-0003-2240-5327

Catalogue record

Date deposited: 09 Oct 2017 16:30
Last modified: 16 Mar 2024 05:48

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Contributors

Author: Ngan Truong
Author: Tahir M. Nisar ORCID iD
Author: Dan Knox
Author: Guru Prabhakar

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