Dining Service Quality Assessment of Restaurants in Bilaspur

Worldwide several studies has been conducted for assessing the quality of services in the field of tourism and hospitality with the help of SERVQUAL scale designed by Parshuraman, et al, (1985) either originally of with minor modifications but very few researchers has been used DINESERV scale so far which is specifically designed to assess the quality of services provided by the restaurants. The researcher has undertaken a study on assessment of service quality of restaurants in Chhattisgarh using DINESERV scale which is originally designed by Stevens et al. (1995). The primary goal of this study is to assess the gap persists between the expectation and perception of the people visiting restaurants and to identify the main dimensions of perceived and expected city restaurant service quality for which Bilaspur City of Chhattisgarh state has been selected as study area. A sample of 100 respondents is selected from the four major restaurants of Bilaspur City. The study shows that the scale is reliable and valid after minor adjustments. This study also shows that in 21 out of 31 cases, scores of expectations of customers exceeds with the scores of experience indicating low quality of services. As service quality is one of the key factors for achieving competitive advantages in restaurants, this study would help managers to identify the strengths and weaknesses of quality of services in their businesses.