Journal of Hospitality Application and Research

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Dinning Experience and Return Patronage-Study of Hotel's Restaurants in Delhi, India


Affiliations
1 Sunder Deep Group of Institution, Ghaziabad.
2 HMCT, Birla Institute of Technology, Mesra, Ranchi.
     

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Service-based industries such as hotels and restaurants are spending a tremendous effort to measure and improve the service quality of their businesses. Service quality is one of the key factors in achieving competitive advantages in the restaurant industry since high service quality presumably results in increased customer satisfaction, and thus increased future patronage. This paper reports on research undertaken in Delhi, India, investigating the aspiration and expectation of guests who use to dine out in First Class Restaurants(independent or hotels restaurants) of Delhi, India. The purpose of this study was to examine the two generic service-quality dimensions: physical quality and staff behavior/attitude in restaurants by employing the confirmatory factor analysis approach. The research indicates that the service quality in food service has got more importance of service staff and their qualities.

Keywords

Service Quality, Restaurants, Culture, Service Expectations, Service Dimensions
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  • Dinning Experience and Return Patronage-Study of Hotel's Restaurants in Delhi, India

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Authors

Prasad Alok
Sunder Deep Group of Institution, Ghaziabad.
Gupta Sonia
HMCT, Birla Institute of Technology, Mesra, Ranchi.
K.R. Srivastava Pramod
Sunder Deep Group of Institution, Ghaziabad.

Abstract


Service-based industries such as hotels and restaurants are spending a tremendous effort to measure and improve the service quality of their businesses. Service quality is one of the key factors in achieving competitive advantages in the restaurant industry since high service quality presumably results in increased customer satisfaction, and thus increased future patronage. This paper reports on research undertaken in Delhi, India, investigating the aspiration and expectation of guests who use to dine out in First Class Restaurants(independent or hotels restaurants) of Delhi, India. The purpose of this study was to examine the two generic service-quality dimensions: physical quality and staff behavior/attitude in restaurants by employing the confirmatory factor analysis approach. The research indicates that the service quality in food service has got more importance of service staff and their qualities.

Keywords


Service Quality, Restaurants, Culture, Service Expectations, Service Dimensions

References