Title :
Evaluation of Service Quality of Restaurant Enterprise Based on SERVQUAL
Author :
Shi Yu-Qiang ; Wang Jun-Jia
Author_Institution :
Sch. of Manuf. Sci. & Eng., Southwest Univ. of Sci. & Technol., Mianyang, China
Abstract :
Evaluation method of service quality of restaurant is studied in this paper. Based on SERVQUAL, Evaluation system for restaurant is established. And empirical study is done for a restaurant in Mianyang,china. Service quality of the restaurant is evaluated by the restaurant´s service quality evaluation method based on SERVQUAL. Then according to current service quality level of the restaurant, quality improvement method is discussed.
Keywords :
catering industry; quality management; quality of service; China; Mianyang; SERVQUAL; quality improvement method; restaurant enterprise; restaurant evaluation system; service quality evaluation model; Atmospheric modeling; Economic indicators; Education; Indexes; Mathematical model; Reliability; Weight measurement;
Conference_Titel :
Management and Service Science (MASS), 2011 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-6579-8
DOI :
10.1109/ICMSS.2011.5998727
