Service quality provision in upmarket restaurants: a survey of diners in three restaurants in a Gauteng casino complex

• Main Author: A Nicolaides
• Format: Article
• Language: English
• Published: AfricaJournals 2012-01-01
• Series: African Journal of Hospitality, Tourism and Leisure
• Subjects: Casino; Service Quality
• Online Access: http://www.ajhtl.com/uploads/7/1/6/3/7163688/article_7__vol_2_2.pdf
• ISSN: 2223-814X

A number of studies have established that service quality has a direct impact on a restaurant’s profitability. This study made an empirical assessment of customers’ perceptions and expectations of service to measure service quality in three restaurants in a casino complex in Gauteng Province in South Africa. The research helped to assess the levels of customer satisfaction with service provision in three restaurants and identified factors that contribute to customer satisfaction and dissatisfaction; It also determined the current status of service and compared and ranked three restaurants service provision. Another importance was the aiding in the establishment of customer service standards for the restaurants concerned. The tipping of waitrons was also used as an indicator of customer satisfaction with service provision in general. A three-column SERVQUAL instrument was used together with part of the Fishbein model. The study was able to firstly determine and analyze service gaps that exist in the service delivery procedure to measure service quality as well as general customer satisfaction and secondly, to evaluate customers’ attitudes towards the service measure attributes of similar restaurants in the same location. The findings offer implications to improve service quality in restaurant business in general.