Impact of Service Quality on Customer Satisfaction: Evidences from the Restaurant Industry in Pakistan

Management & Marketing, Vol. 9, No. 2, pp. 343-355, 2011

13 Pages Posted: 12 Jul 2012

See all articles by N. R. Khan

N. R. Khan

Iqra University

Ubedullah Shaikh

affiliation not provided to SSRN

Date Written: November 1, 2011

Abstract

The purpose of this study is to contribute to the literature of service quality importance in restaurant industry. The study has been based upon the Servqual technique and Dineserv tool of improving the quality by the service providing organizations. The study is undertaken from the perspective of Pakistani Restaurant Industry and the customers' perceptions vis-à-vis restaurant dining. Two variables of Servqual, i.e. Tangibles and Responsiveness, have been examined to demonstrate the significance of service quality on customer satisfaction. The results endorse the importance of enhanced complementary service standards in restaurant industry. Finally, the findings provide an insight for the Pakistani restaurant service providing establishments and suggestion have been made for the caretakers of the industry on ways to improve service quality.

Keywords: marketing, restaurants, servqual, customer satisfaction

JEL Classification: M31, M39

Suggested Citation

Khan, Naveed R. and Shaikh, Ubedullah, Impact of Service Quality on Customer Satisfaction: Evidences from the Restaurant Industry in Pakistan (November 1, 2011). Management & Marketing, Vol. 9, No. 2, pp. 343-355, 2011, Available at SSRN: https://ssrn.com/abstract=2104139

Naveed R. Khan (Contact Author)

Iqra University ( email )

Defence View
Shaheed-e-Millat Road (Ext.)
Karachi, Sindh 75500
Pakistan

Ubedullah Shaikh

affiliation not provided to SSRN

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