Skip to main content

Research Repository

Advanced Search

The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

Truong, Ngan; Nisar, Tahir; Knox, Dan; Prabhakar, Guru P

The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country Thumbnail


Authors

Ngan Truong

Tahir Nisar

Dan Knox Dan.Knox@uwe.ac.uk
Associate Professor



Abstract

© 2017, © Emerald Publishing Limited. Purpose: The purpose of this paper is to investigate the service quality of full-service restaurants in Vietnam to explore possible factors that may impact customer perception, which subsequently influences customer satisfaction and behavioural intentions. Based on the DINESERV model and service clues, the possible dimensions to construct customer perception were realised, and four key dimensions were suggested. Design/methodology/approach: Data were collected from four urban local full-service restaurants in Vietnam, and factor analysis and SEM-PLS were then performed to uncover the relationship between customer perception, satisfaction and behavioural intentions. Findings: The results suggest that customer perception significantly influences customer satisfaction and behavioural intentions, and customer satisfaction itself is also found to have influence on behavioural intentions. Originality/value: This is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.

Journal Article Type Article
Acceptance Date Sep 12, 2017
Online Publication Date Oct 2, 2017
Publication Date Oct 2, 2017
Deposit Date Sep 12, 2017
Publicly Available Date Nov 14, 2017
Journal International Journal of Culture, Tourism, and Hospitality Research
Print ISSN 1750-6182
Publisher Emerald
Peer Reviewed Peer Reviewed
Volume 11
Issue 4
Pages 608-627
DOI https://doi.org/10.1108/IJCTHR-11-2016-0111
Keywords customer satisfaction, behavioural intentions, service quality, Vietnam, cleanliness, employee attributes
Public URL https://uwe-repository.worktribe.com/output/880062
Publisher URL https://doi.org/10.1108/IJCTHR-11-2016-0111
Contract Date Sep 12, 2017

Files






You might also like



Downloadable Citations