A FUZZY BASED SERVPERF MODEL TO ASCERTAIN RESTAURANT SERVICE
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Date
2011
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Abstract
The service performance of the restaurant industry can be measured and improved only by understanding the potential gaps in quality. To
achieve this, the service quality must be thoroughly studied from both the conceptual viewpoint and service quality measurement. This study
explores and identifies the perceived service quality of customers for different restaurant service dimensions through a fuzzy based SERVPERF
measurement technique. Also the factors influencing the service quality of restaurant services are identified and suggestions are given for the
improvement.