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Service quality model for restaurants
Service quality model for restaurants

Author(s): Dusica Saneva, Sonja Chortoseva
Subject(s): Economy
Published by: Економски институт - Скопје
Keywords: service quality; restaurants; factor analysis;quality models;

Summary/Abstract: The focus of this research is the creation of a model for service quality measurement in restaurants in R. Macedonia. In order to determine the factors which represent the basic determinants of the concept of service quality it is applied the factor analysis with the method of principal components and varimax rotation. The research has been conducted in total of 7 restaurants in R. Macedonia. There are 304 processed questionnaires. Moreover, there are six factors identified which best explain the perceptive service quality in restaurants, such as: responsiveness in restaurants, tangibles, reliability, assurance, food quality and empathy. The value of Cronbach alfa coefficient is greater than 0,8 which shows that the model is acceptable and adequate for the evaluation of service quality in restaurants.

  • Issue Year: 20/2018
  • Issue No: 3
  • Page Range: 153-166
  • Page Count: 14
  • Language: English
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