Literature ReviewSERVICE QUALITY AND CUSTOMER SATISFACTION IN

CHINESE FAST FOOD SECTOR: A PROPOSAL FOR

CFFRSERV
The findings of this study Contribute to the improvement of service quality theory
and provide deep understandings for management of the Chinese fast food
industry in China. First, it fills a gap by modifying DINESERV instrument and by
introducing CFFRSERV measurement scale. Because the DINESERV which was
developed in the USA is based on the cultural elements unique to the American,
generalizability to other context culture is questionable. The present findings
Suggest That Important factors to some Chinese customers are not included in the
DINESERV scale. For instance, the food quality is the most significant dimension
in service quality as well as the most significant predictor of customer satisfaction.
This new measurement scale (CFFRSERV) Measures arguably. The effectiveness
of quality service in the Chinese fast food restaurant context as it was formulated
and tested in Chinese context. The findings of this type of study also highlight
some practical Implications. The significance of assurance and empathy
Suggested. That the expenditures in employee training and Improving the food
quality Necessary Should be seen as investments. The service providers should
pay more attention to training and empowering, their service employees to look
for ways to make the dining experience an impressive one for their customers. The
Chinese fast food operators can use this type of service quality measurement scale
as an evaluation tool to assess it the level of quality They Provide to their
Consumers and to spot their dimensions and attributes of service and where their
Companies required improvement.

Abadh Jibi Ghimire

SERVICE QUALITY AND CUSTOMER SATISFACTION IN

THE RESTAURANT BUSINESS
Case Study- Sagarmatha Nepalese Restaurant in Vantaa
The results of the questionnaires survey determined that the customer satisfaction
and service quality in Restaurant Sagarmatha is very good. The questionnaire
survey is categorized into background information of the respondents, customer
satisfaction and opinions of Restaurant Sagarmatha. The final questionnaires
consists of two close-ended questions, seven open ended questions and 8 rating
questions. Together the three kinds of questionnaires were used to set the results of
service quality and customer satisfaction in Restaurant Sagarmatha. The open
ended questions were chosen to express the opinions of Restaurant Sagarmatha
from the customers point of view. In background information of the respondents,
3 surveys were conducted like age distribution of the Restaurant Sagarmatha
respondents, gender and continent of respondents. Here in age distribution, the
maximum number of customers visiting the restaurant was 40% between the ages
26 and 30. Similarly, the highest number of respondents were female by 60%. All
the respondents were from different continent like Africa, Asia, Europe and
America. But the highest number of respondents were Europe and America. But
the highest number of respondents were Europe with 63%.

Likewise, in customer satisfaction in services, there are 11 tables. Out of these 8

are rating questions and 2 of them are open-ended questions and 1 is close ended
question. The customer customers usually pay prices between 26 and 30 euro for
lunch/dinner in a restaurant and the respondents were 40%. And the minimum
percentage is 33% for prices 15 and 20 euro. Here table 16 shows the grade for the
Nepali Restaurants. For these the maximum respondents were 40% for giving 4
grade to restaurant customers and 33% restaurant for grade 5 and 27% for grade 2.

Out of 30 respondents 23 of them were regular customers in Nepalese restaurants,

which is 76%. And 7 are not visiting Nepalese restaurants regularly that is 23%.
And the last one is opinions on Restaurant Sagarmatha. Table 17 shows how often
the customers eat in a restaurant? The author found 47% were daily visiting
customers, and 20% were the customers visiting the Restaurant twice a week.
Similarly, it is also shown that 43% of customers pay tips to the waiter/waitress.

Service dimensions of service

quality impacting customer
satisfaction of fine dining
restaurants in Singapore
Ko King Lily Harr

Restorers should pay special attention to the processes of service and service
recovery due to the high expectations of customers have this classification
restaurants. The study suggests that empathy, assurance and tangible services are
important dimensions of quality of service, which could lead to customer
satisfaction in fine dining restaurants in Singapore. Aspects of empathy, which
could achieve higher levels of customer satisfaction, are providing personalized
attention and concern, the ability to anticipate the needs of a customer and make
him or her feel special. Aspects of security that could lead to customer satisfaction
are knowledge server food and wine and the ability to make recommendations. The
fine dining room has high expectations of these aspects of service and increased
staff training in this area is required.
Aspects of the "tangible" dimension, which are important for diners in
Singapore are the interior design of the restaurant dress code, privacy and the

company of other guests. As more emphasis is placed on the food and service by
restaurant in Singapore, the environment should not ignored by the restorers as
restaurants adopts a more casual atmosphere. This finding is a reminder that diners
choose to go to fine dining restaurants because luxurious interiors and welldesigned, the atmosphere and the company of other diners. Therefore, it is
suggested that restaurants should pay more attention to the physical environment
and be aware that provides privacy, environment, unique and outstanding interior
could lead to higher levels of customer satisfaction. The study also suggests that
diners in Singapore prefer a more formal dress code to be observed and this
deserves some attention from restaurant owners.
DOES RESTAURANT PERFORMANCE MEET
CUSTOMERS EXPECTATIONS? AN ASSESSMENT
OF RESTAURANT SERVICE QUALITY USING A
MODIFIED DINESERV APPROACH
The gap between customer expectations and perceptions of service provided has
become the main indicator for determining and evaluating the quality of service of
the service provider in particular. The methodology is known as the SERVQUAL
scale and provides management with important insights into how well the actual
performance of the service meets the expectations of customers. Therefore, it is
justified to use the modified scale of the restaurant industry in Croatia to see if the
service delivered meets, exceeds or falls below the expectations of customers.
The analysis of the expectations of the scores of respondents indicated that
expectations of the most important elements were "accurate bill," "clean
bathrooms", "areas clean room", which fall under the reliability and tangible
dimensions "clean , tidy and the staff dressed appropriately "and. The results show
similarities with studies by other authors. Stevens et al. (1995) reported that
reliability is the most important dimension of expectations, followed by tangibles,
reliability, responsiveness and empathy. Zopiatis and Pyritic (2007) reported a
similar end - reliability, responsiveness, tangibles, security and empathy. On the

other hand, in the study by Lee and Hang (1995), ensuring reliability and were the
two most important dimensions expectations of customers of the restaurant, while
the expectations were tangible dimension less important.
It should be noted that managers should not ignore the restaurant attributes were
evaluated with the lowest scores expectations (price and empathy). These items are
only less important when compared with other attributes. If the price of the service
and personal empathy meet the expected minimum, customers will focus on other
dimensions in the process of evaluating the quality of service. Therefore, managers
must maintain at least the minimum expected service restaurant.