Home⇛Asian Journal of Tourism and Hospitality Research⇛vol. 4 no. 1 (2010)

The effect of service quality in the restaurant industry: The case of Korean restaurants in London

Myungsoon Lee

Discipline: tourism, transport and travel

 

Abstract:

Even though the SERVQUAL instrument has been widely used in measuring service quality, it has a number of theoretical and operational limitations. In addition, there is relatively little research that measures ethnic restaurants in a foreign country. Therefore, the modified SERVQUAL model developed by Ekinci et al. (1998) was applied for measuring service quality of the Korean restaurants in London. The main findings of this study are that the modified SERVQUAL model (tangible and intangible dimensions of the service quality scale) has a good reliability with high internal consistency and has an acceptable validity through factor and correlation analysis in ethnic restaurants in a foreign country. Additionally, service quality dimensions (intangible and tangible) have positive influences on the perception of service quality and overall customer satisfaction. Furthermore, while both service quality and overall customer satisfaction positively impact behavioural intentions, overall customer satisfaction has a greater effect on behavioural intentions than perception of service quality.



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