Does restaurant performance meet customers' expectations? An assessment of restaurant service quality using a modified DINESERV approach

2010 ◽  
Vol 16 (2) ◽  
pp. 181-195
Author(s):  
Suzana Marković ◽  
Sanja Raspor ◽  
Klaudio Šegarić

The purpose of this study is to determine restaurant service quality. The aims are to: (a) assess customers’ expectations and perceptions, (b) establish the significance of difference between perceived and expected service quality, (c) identify the number of dimensions for expectations and perceptions scales of modified DINESERV model, (d) test the reliability of the applied DINESERV model. The empirical research was conducted using primary data. The questionnaire is based on Stevens et al. (1995) and Andaleeb and Conway’s (2006) research. In order to meet survey goals, descriptive, bivariate and multivariate (exploratory factor analysis and reliability analysis) statistical analyses were conducted. The empirical results show that expectations scores are higher than perceptions scores, which indicate low level of service quality. Furthermore, this study identified seven factors that best explain customers’ expectations and two factors that best explain customers’ perceptions regarding restaurant service. The results of this study would help management identify the strengths and weaknesses of service quality and implement an effective strategy to meet the customers’ expectations.

The aim of this paper is to explore the psychometric properties of the freshly developed questionnaire on Hospital Accreditation. The items were outlined with the support of the previously existing scales and interface with the sampling unit. The questionnaire consisted of sixteen items and this questionnaire was distributed to the participants to take their responses. The sample consisted 110 healthcare professionals of Delhi-NCR hospitals. The results of reliability analysis of scale show that Cronbach’s alpha value is 0.956. The reliability statistics match the optimal level of Nunnally’s criteria and statistically acceptable for freshly developed scale. The exploratory factor analysis show that these sixteen items are loaded on two factors (benefits of the organization and benefits of healthcare professionals) and these two factors explain 70.813% total variance in hospital accreditation. The items of this questionnaire are outlined in such way that this questionnaire can be also valuable tool for assessment of benefits by organization and healthcare professionals from Hospital accreditation.


Development of society becomes possible only when the economic and social status of people is developed and it leads to their empowerment. Microfinance is a mechanism of providing financial services to the targeted group who has been excluded by the formal banking services. Factors of the functioning of Microfinance Institutions have been considered in this study. The factors were extracted using Exploratory Factor analysis and the mediating effect of social status on the relationship between the functioning of MFIs and empowerment of beneficiaries was also checked. Both primary and secondary was used in this study. Primary data was collected with the help of prepared schedule from the beneficiaries of selected MFIs. Sampling has been done in multiple stages to collect data from 417 respondents. Result of the study shows that two factors namely group forming & monitoring and training & counselling were extracted from exploratory factor analysis. And, the social status of beneficiaries has a mediating effect on the relationship between the functioning of MFIs and the beneficiary’s empowerment. Various suggestions and policy implication were provided for the policymakers.


2019 ◽  
Vol 118 (1) ◽  
pp. 14-19
Author(s):  
Boo-Gil Seok ◽  
Hyun-Suk Park

Background/Objectives: The purpose of this study is to examine the effects of exercise commitment facilitated by service quality of smartphone exercise Apps on continued exercise intention and provide primary data for developing and/or improving smartphone exercise Apps. Methods/Statistical analysis: A questionnaire survey was conducted amongst college students who have experiences in using exercise App(s) and regularly exercise. The questionnaire is composed of four parts asking about service quality, exercise commitment, continued exercise intention, which were measured with a 5-point Likert Scale, and demographics. Frequency analysis, factor analysis, correlation analysis, and regression analysis were carried out to analyze the obtained data with PASW 18.0.


Author(s):  
Gangaram Biswakarma

This study focuses on measuring tourist satisfaction towards home stay. This paper emphasized to identify the variables that are related to tourist satisfaction during tourist homestay. It is also focused on analyzing the relationship and impact of these latent construct of factors to overall tourist satisfaction towards home stay. In an attempt to visualize the purpose, tourists satisfaction in a homestay in Nepal has taken into as a case, with an aim to identify the underlying dimensions of tourist satisfaction during tourist homestay. Twenty six (26) manifest variables of homestay has been formulated to understand the dimensions. Likewise, for a conforming the latent construct (1) statement as dependent variable of overall satisfaction was developed for the purpose of the primary data collection. The manifest variables are basically focused on aspects of home stay attributes namely cultural attraction, hospitality, amenities and safety & security at the home stay destination. Post Exploratory Factor Analysis indicates factor loading for twenty two (22) items manifest variables as significant, loaded with five (5) factors of home stay attributes named as Amenities & Safety, Reception, Local Cuisine & Accommodation, Local Life style & Costumes, and Cultural Performance. This study contributes to the development of survey instrument for exploring tourist satisfaction for Home stay for future researchers.


2016 ◽  
Vol 43 (1) ◽  
pp. 74-87
Author(s):  
C.M. Jolly ◽  
S. Vodouhe ◽  
B. Bayard ◽  
P.E. Jolly ◽  
J.T. Williams

ABSTRACT Aflatoxin (AF) contamination of groundnut poses a serious health and economic threat to Benin market participants. However, most farmers are unaware of the problem. A study of 182 farmers was conducted in 2002 using a Health Belief Model (HBM) to examine Benin farmers’ health beliefs, perception constructs of awareness, susceptibility, seriousness of the problem, barriers, and benefits derived from reducing AF levels. Exploratory Factor Analysis was employed to evaluate the HBM model constructs. The average age of farmers was 40.4 years with a Standard Deviation (SD) of 10.8, and farmers had an average of 18.32 years of farming experience. Approximately 93% of farmers stated that sorting of groundnuts was important or very important, while 77% thought that they were sure or definitely sure of the negative effects of AF on human health. The exploratory factor analysis revealed that two factors embodied the susceptibility, barrier and benefit constructs. The study results indicated that the reduction of AF in groundnuts was multidimensional and required policy intervention to increase awareness of the health risks, and to manipulate the factors that influenced the constructs at the farm and policy level.


2019 ◽  
Vol 11 (6) ◽  
pp. 1837-1849
Author(s):  
Precious Chikezie Ezeh ◽  
Anayo D. Nkamnebe

Purpose The purpose of this study is to develop a model for the study of Islamic bank choice and to test the significant importance of the constructs that influence bank customers to choose Islamic bank in a pluralistic-secular nation. Design/methodology/approach Total of 348 conventional and Islamic bank customers were sampled. Five-point Likert-type question containing 27 bank selection items was used in collecting primary data. Cronbach’s alpha, composite reliability and average variance extracted are used to test the reliability and validity of the instrument. Also various descriptive statistics, exploratory factor analysis and one sample T-test are equally used in analyzing the work. Findings Exploratory factor analysis identified four factors. They are Islamic ethics, convenience, Islamic bank services awareness and physical evidence. Furthermore, the factors that show significant importance in the choice of Islamic banking are Islamic ethics and Islamic bank services awareness. The result equally shows that people are aware of Islamic banking. Practical implications This study provides insight on the factors that influence the selection of Islamic banking, an innovative banking concept. This study has obvious management and theory implications. Also, the study will assist the bank managers in developing effective marketing strategy to increase the market share. Originality/value This study reports Islamic banking selection criteria in a pluralistic-secular Nation. The study also developed a model that can be used in studying the choice of Islamic bank in special type of environment. Thus, Islamic banking is a new reality in the Nigerian financial scene.


2020 ◽  
pp. 019394592095668
Author(s):  
Carol M. Musil ◽  
McKenzie K. Wallace ◽  
Alexandra B. Jeanblanc ◽  
Valerie B. Toly ◽  
Jaclene A. Zauszniewski ◽  
...  

Mindfulness, resilience, and resourcefulness are theoretically distinct but related constructs critical for improving psychosocial well-being outcomes for informal caregivers and others. Our aims were to evaluate the theoretical and operational distinctions among these constructs. Measures of mindfulness (Decentering Scale), resilience (Connor-Davidson Scale) and resourcefulness (Resourcefulness Scale) were collected from a national sample of 348 grandmother caregivers. We conducted exploratory factor analysis and examined correlation patterns. Inter-correlations ranged from r= .26 (resourcefulness and resilience) to r= .73 (resilience and mindfulness). Factor analyses and scree plots indicated unidimensional factors for resilience and for mindfulness, and two factors for resourcefulness (personal and social). When items from all measures were analyzed together, the four factors remained. Distinct relationships were found between mindfulness, resilience, and resourcefulness with relevant external variables. Our results support the conceptual distinctions among the constructs, providing support for interventions targeting these constructs to improve psychosocial outcomes in caregivers.


2020 ◽  
Vol 46 (Supplement_1) ◽  
pp. S180-S180
Author(s):  
Kyuyoung Lee ◽  
Yong Sik Kim

Abstract Background The early psychosis is classically viewed as a critical period. Schizophrenia subtypes which had been used to describe heterogeneity of the disease were discarded with the release of DSM-5 because of the lack of their clinical significance. DSM-5 has proposed the use of the Clinician-Rated Dimension of Psychosis Symptom Severity (CRDPSS) for evaluating the various symptoms of schizophrenia. The 8-domain CRDPSS was developed from the perspective of deconstructing the psychopathology of schizophrenia and would be expected to provide baseline data for further advances in psychiatric nosology. To our knowledge, despite these discussions, the dimensional structure of the CRDPSS has hardly been studied in the patients with early psychosis. The purpose of this study is to investigate the structure categorizing the items of dimensional assessment through factor analysis in patients with early psychosis. Methods The subjects were 497 patients with early psychosis who were enrolled in the Korean Early Psychosis Cohort Study. They were between ≥18 years and ≤45 years of age who fulfill the criteria of DSM-5 for schizophrenia spectrum and other psychotic disorders. In KEPS, early psychosis was defined the patients whose duration of treatment were within 2 years. The proportion of males was 41.9% and their mean age and age at onset were 28.7(SD=8.9) and 26.8(SD=9.1) years, respectively. An exploratory factor analysis(EFA) was conducted on the 8 items of dimensional assessment of psychosis in DSM-5 with principle components extracted by the varimax method. Results An exploratory factor analysis(EFA) was conducted on the items of dimensional assessment of psychosis in DSM-5 with principle components extracted by the varimax method. Two factors were identified which were labeled as ‘psychotic’ and ‘deficit’ domain. The first factor included delusions (loading=0.834, communality=0.697), hallucinations(loading=0.800, communality=0.640), disorganization(loading=0.654, communality=0.642), and abnormal psychomotor behavior(loading=0.677, communality=0.549). The second factor included negative symptoms(loading=0.833, communality=0.703) and impaired cognition(loading=0.827, communality=0.697). Depression and mania were excluded in factor analysis due to statistical incompatibility such as lack of communality less than 0.4. Bartlett’s test for sphericity was significant (χ2 =817.996, p<0.001), and the total variance of the factor solution was 65.452%. Discussion Two factors were identified which were labeled as ‘psychotic’ and ‘deficit’ domain. The first factor included delusions, hallucinations, disorganization and abnormal psychomotor behavior. The second factor included negative symptoms and impaired cognition. To our knowledge, this study is the first attempt to analyze the early psychosis patients using the dimensional assessment of psychosis in DSM-5, and it would be meaningful to follow up the course with the cohort.


2017 ◽  
Vol 7 (1) ◽  
pp. 65 ◽  
Author(s):  
Max Well Elias Gonçalves ◽  
Mauro Caetano

Purpose: This study proposes a conceptual model of level of service evaluation to a small-sized airport with a focus on departing passengers.Design/Methodology: The variables selected to compose the model were chosen according to their adequacy to departing passengers and the airport’s characteristics. A survey was conducted, and, posteriorly, exploratory factor analysis was used in order to verify the adequacy of the conceptual model proposed and also to improve it according to the results obtained.Findings: The results show that the level of service of the airport is composed of three dimensions: airport characteristics, passenger processing, and prices. The relative importance of the dimensions according to their contribution to the composition of the airport’s overall level of service was also determined.Originality/value: The paper combines theoretical and practical findings in a model for level of service evaluation to a small-sized airport from an air transportation management perspective.


2008 ◽  
Vol 11 (4) ◽  
pp. 2156759X0801100 ◽  
Author(s):  
Judith A. Nelson ◽  
Rebecca M. Bustamante ◽  
Eric D. Wilson ◽  
Anthony J. Onwuegbuzie

This study was designed to assess the (score) construct-related validity of an instrument called the School-Wide Cultural Competence Observation Checklist (SCCOC). The instrument was developed to use as a tool in conducting culture audits as a means of assessing school-wide cultural competence, or how well a school's programs, policies, and practices reflect the perspectives and experiences of diverse groups. An exploratory factor analysis was used to identify the factor structure of the SCCOC. Results revealed that the SCCOC contained two factors that explained 72.1% of the total variance. These factors, called Policy (22 items) and Practice (11 items), yielded score reliability coefficients of .97 and .89, respectively. Recommendations for incorporating a school-wide cultural competence assessment as part of a school counseling program are then discussed.


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