Your assignment is to prepare and submit a paper on delivery and quality in bar and restaurant. According to the discussion .DINESERV was redefined from SERVQUAL after Stevens, Knutson and Patton adapted it the tool to the restaurant industry using their acquired experience and knowledge of drafting the LODGSERV. The scholars thus went ahead to use the tool to measure consumer customer’s expectations concerning the quality of service they received in three segments of restaurants vis-à-vis, casual, fine dining and quick service. They identified the service quality dimensions that were almost similar to those of SERVQUAL except that their order of preference and importance was different. According to DINESERV, the five dimensions of quality services were as follows. reliability, tangibles, assurance, responsiveness, and empathy. The five dimensions were to measure and examine the level of perceptions and expectations in relation to restaurant services such as fine dining restaurants and airport food services.
From this paper it is clear that a .research done in Zagreb city in Croatia using the DINESERV in restaurants revealed that customers` expectations are higher than their perceptions. In this research, a number of questionnaires were distributed to 12 restaurants in the city where the restaurant`s staff helped in distributing the questionnaires to the customers who participated in the study. The data was analysed using the SPSS while the descriptive method was used data to analyse the demographic profiles of respondents and the evaluation of their expectations and perceptions.
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