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).
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.
Text
PDF_Proof
- Accepted Manuscript
More information
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
Catalogue record
Date deposited: 09 Oct 2017 16:30
Last modified: 16 Mar 2024 05:48
Export record
Altmetrics
Contributors
Author:
Ngan Truong
Author:
Dan Knox
Author:
Guru Prabhakar
Download statistics
Downloads from ePrints over the past year. Other digital versions may also be available to download e.g. from the publisher's website.
View more statistics