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Dimensions of service quality in restaurants: a comparative study in udupi and dakshina kannada districts

Rao, Shreelatha (2014) Dimensions of service quality in restaurants: a comparative study in udupi and dakshina kannada districts. In: Global Conference on Service Management. Auro University, Surat, pp. 44-46. ISBN 13: 978-81-928189-2-4

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Abstract

Parasuraman, Zeithaml and Berry, 1985) defined service quality as an evaluation that results from comparing the firm's performance with the customer's general expectations of how the industry should perform. Parasuraman et al. further noted that customers' perceptions of service quality and their ensuring level of satisfaction are functions of the cumulative evaluation of the outcome of all service encounters that they experience within the business establishment as cited in (Sundram, Jurowski& Webster, 1997). There are five dimensions that customers use when evaluating the importance of service quality. They are tangibles, reliability, responsiveness, assurance, and empathy. Based on these five dimensions, this study attempts to find the difference in the perceptions of customers of Mangalore and Manipal with regard to service quality. Appropriate statistical techniques are used to arrive at the conclusion.

Item Type: Book Section
Uncontrolled Keywords: Service quality, SERVQUAL
Subjects: Hotel Management > WGSHA Manipal
Depositing User: WGSHA EPrints Administrator
Date Deposited: 18 Feb 2014 05:21
Last Modified: 18 Feb 2014 05:21
URI: http://eprints.manipal.edu/id/eprint/138880

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