Service Quality in Restaurants: Customers’ Expectation and Customers’ Perception

Dushica Saneva, Sonja Chortoseva

© 2018 Dushica Saneva, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)

Citation Information: SAR Journal. Volume 1, Issue 2, Pages 47-52, ISSN 2619-9955, DOI: 10.18421/SAR12-03, June 2018.

Received: 23 March 2018
Accepted: 05 June 2018
Published: 25 June 2018


The service quality is multidimensional concept which contains a set of diverse attributes grouped in several dimensions. This paper researches the quality of service in restaurants in the Republic of Macedonia. A questionnaire was designed based on three models, SERVQUAL, DINESERV and CFFRSERV, with 29 attributes and distributed in six dimensions. The overall SERVQUAL score is negative. Moreover, all service quality dimensions are with a negative gap, which indicates that the expectation level of service quality in restaurants is higher than the perception level of it.

Keywords – service quality, satisfaction, perception, restaurants.


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