Service Quality: An Assessment of Gaps at Restaurant of Bagalkot City

Author(s)	Dr. Prakash Vadavadagi
Country	India
Abstract	The aim of this study is to assess the service quality gaps lies in the restaurants of Bilaspur city with respect to expectation and experience of the customers’. SERVQUAL scale is adopted and modified to suit the requirement of the study and survey in four well-known restaurants offering variety of cuisines was done. Mean score analysis was performed to identify the persists gaps with respect to expectation and experience of the customers’ this study reveals that service quality provided in restaurant does not match the customer expectation. The analysis of service quality gap also shows the overall negative result (-0.112) which indicates lower level of services quality. When tested there is no relation between age and frequency of visit and no relation between income and frequency of visit. Findings of this study helps the owners of restaurants to understand the gaps and take corrective actions for improving satisfaction of the customers’, thereby intending them for revisiting the restaurants and recommending the restaurants to others based on their positive experience.
Published In	Volume 3, Issue 3, May-June 2021
Published On	2021-06-22
Cite This	Service Quality: An Assessment of Gaps at Restaurant of Bagalkot City - Dr. Prakash Vadavadagi - IJFMR Volume 3, Issue 3, May-June 2021. DOI 10.36948/ijfmr.2021.v03i03.10366
DOI	https://doi.org/10.36948/ijfmr.2021.v03i03.10366
Short DOI	https://doi.org/gs9k52

About IJFMR Fees & Payment Current Issue Publication Archive	Submit Research Paper Track Submission Status Publication Guidelines Publication Ethics Peer Review & Plagiarism	Join as a Reviewer Editors & Reviewers Reviewer Referral Program Get Reviewer Membership Certi.	Website/Journal Policies Usage Policy Content Policies Privacy Policy

Contact Us		+91-9898-5948-55	editor@ijfmr.com

International Journal For Multidisciplinary Research