Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives |
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| Authors: | Irene Hau-siu Chow Victor P. Lau Thamis Wing-chun Lo Zhenquan Sha He Yun |
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| Affiliation: | 1. Department of Management, The Chinese University of Hong Kong, Shatin, N.T., Hong Kong;2. Former Professor, The Chinese University of Hong Kong and Director, Leyfords Strategy International Limited, Hong Kong;3. South China University of Technology, Guangzhou, The People''s Republic of China;4. Department of Marketing, School of Business, Sun Yat-sen University, The People''s Republic of China |
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| Abstract: | Using the decision- and experiential-oriented perspectives as theoretical guides, this article reported an empirical assessment of service quality in restaurant operations. We proposed and tested a conceptual model of service quality using structural equation modeling. Using data from a sample of 284 customers from two large full-service restaurants in southern China, we investigated the relationships of service quality, customer satisfaction, and frequency of patronage. The results supported the significant links between service quality and customer satisfaction, service quality and repeat patronage, but not customer satisfaction and repeat patronage. The study has provided important insights into service quality and customer satisfaction in the field of restaurant operations. |
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| Keywords: | Service quality Customer satisfaction Restaurants China |
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