An evaluation of service quality of selected restaurants in chhattisgarh using dineserv scale

Abstract

Service quality today become a key concerned area among all the companies specially for the service industry. While taking a purchase decision, every customer has an expectation towards the performance of product and the manner in which it is delivered to the customer. Failing to match the expectation of customer leads to dissatisfaction, results in losing customer pool, negative word of mouth comments and decline in brand image. This task has becomes more crucial with respect to services, due to their special characteristics. newlineRestaurant services is one of the fast growing service industry in India due to various reasons. Eating outside on weekends has become fashion trend among Indian people due to the mentality that it resembles their social status and class. Increase in income and literacy is another reason. People love to spend some quality time with their family or friends to refresh themselves, hence prefer to eat outside sometime or on weekends. This has made the competition in this business vey fierce. As restaurant business falls under the category of half product half services which means both food quality and services were equally important for this business to run. Failure of any one may leads to customer dissatisfaction.