Proceedings IJCIEOM – International Joint Conference on Industrial Engineering and Operations Management


ICIEOM2020_FULL_0003_37236

REVIEW OF FOODSERVICE SERVICE QUALITY SCALES TO EVALUATE CUSTOMERS? PERCEPTION AND SATISFACTION


ÁREA: 03. Quality Management

RESUMO:
Most people are choosing to have meal out, not just for food but to have a good time. For this reason, in a competitive environment, restaurants need increasingly to move toward out-of-the-box experiences for their consumer and quickly erase friction in a dining moment, and then it is crucial evaluating the quality of food and service continuously and figuring out what restaurant can do different and better. Based on that, the proposal of this work is reviewing scales (i.e. DINESERV, TANGSERV, DINESCAPE, and others alternative measurements) used to eval-uate customers? perception of service quality by examining the quality dimen-sions, service quality attributes, types of restaurant and research methodology on previous studies. It is an exploratory-qualitative study and researches were car-ried out using Scopus and Web of Science databases to rise those main service quality scales. This paper suggests a multidimensional service quality framework composed by nine dimension ? tangibility of place, accessibility, food quality, beverage quality, service quality, employee, environmental-oriented, tech-oriented, social interaction. Each dimension must be examined using a particular group of attributes. In addition, this study aims to provide insights of way to evaluate the service quality in restaurants in order to understand what do matter to patrons. Furthermore, managers could explore service quality dimensions to im-prove the customer perceived value and behavioral loyalty in a service encoun-ters.

PALAVRAS-CHAVE:
foodservice, service quality, scales, restaurant.



DOI: 10.14488/ijcieom2020_full_0003_37236
AUTORES:

CAMILA CORRÊA DE MELO
UFPE

DENISE DUMKE DE MEDEIROS
UFPE






ISSN ENEGEP: 23183349 / ISSN ICIEOM: 23178000


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