Quality Measurement of Tourism Service for Restaurants

Abstract

In modern tourism activities, food has become a major tourism resource, the relation-ship between food and tourism is very close. Especially now, the prosperity of catering industry has met the development conditions of tourism industry to a great extent. The importance of catering industry to tourism cannot be ignored. The measurement of service quality is a vital procedure for the long-term operation of any restaurant. The research objective is to check how well model SERVQUAL works for restaurants, although the model has been treated as an effective tool for assess service quality. It was designed to examine the service quality in a tourist restaurant in Kouvola. The research method was action research. The main application of SERVQUAL model is accustomed to assessing the service quality by measuring gaps between customers’ expectation and perception in the way of questionnaire. SPSS was used to process the data. A new version was presented to SERVQUAL model. The survey result shows the expectations from customers are higher than perceptions, which indicates a gap level existing. It would help organizations to identify the strength and weakness of service quality in their business. The result also proved the SERVQUAL model is a good tool for measuring service quality, still there some limi-tations exist relating to scale and dimensions, which needs to be noticed.