Referensi Penelitian Kualitas Pelayanan Restoran


PERIODE 2010 – 2014

Akroush, Mamoun N; Abu-ElSamen, Amjad A; Samawi, Ghazi A; Odetallah, Abdelhadi L. Internal marketing and service quality in restaurants. Marketing Intelligence & Planning31.4 (2013): 304-336.

Chou, Cheng-Kai; Wu, Po-Hsuan; Huang, Ching-Yuan. Service Climate, Service Convenience, Service Quality And Behavioral Intentions In Chain Store Restaurants. International Journal of Organizational Innovation (Online)7.1 (Jul 2014): 161-170.

Josiam, Bharath M; Malave, Rosa; Foster, Charles; Baldwin, Watson. Assessing Quality Of Food, Service And Customer Experience At A Restaurant: The Case Of A Student Run Restaurant In The USA. Journal of Services Research14.1 (Apr-Sep 2014): 49-73.

Koshki, Nasrin; Esmaeilpour, Hassan; Ardestani, Abbas Saleh. The Study On The Effects Of Environmental Quality, Food And Restaurant Services On Mental Image Of The Restaurant, Customer Perceived Value, Customer Satisfaction And Customer Behavioral Intentions: (Case Study Of Boroujerd’s Restaurants). Kuwait Chapter of the Arabian Journal of Business and Management Review3.10 (Jun 2014): 261-272.

Haery, Fariddedin Allameh; Badiezadeh, Mozhdeh.Studying the Effect of Food Quality Dimensions (Physical Environment, Food and Services) on Mental Image of the Restaurant and Customers’ Satisfaction and Intentions based on Kisang’s Model. International Journal of Academic Research in Business and Social Sciences4.7 (Jul 2014): 415-424.

Lai Wang Wang; Thanh Tuyen Tran; Nguyen, Nhu Ty. Analyzing Factors to Improve Service Quality of Local Specialties Restaurants: A Comparison with Fast Food Restaurants in Southern Vietnam. Asian Economic and Financial Review4.11 (2014): 1592-1606.

Markovic, Suzana; Raspor, Sanja; Segaric, Klaudio. Does Restaurant Performance Meet Customers’ Expectations? An Assessment Of Restaurant Service Quality Using A Modified Dineserv Approach. Tourism and Hospitality Management16.2 (Dec 2010): 181.

Min, Hokey; Hyesung Min. Benchmarking the service quality of fast-food restaurant franchises in the USA. Benchmarking18.2 (2011): 282-300.

Polyorat, Kawpong; Sophonsiri, Suvenus. The Influence Of Service Quality Dimensions On Customer Satisfaction And Customer Loyalty In The Chain Restaurant Context: A Thai Case. Journal of Global Business and Technology6.2 (Fall 2010): 64-76.

Po-Tsang, Chen; Hsin-Hui Hu.How determinant attributes of service quality influence customer-perceived value: An empirical investigation of the Australian coffee outlet industry. International Journal of Contemporary Hospitality Management22.4 (2010): 535-551.

Qin, Hong; Prybutok, Victor R; Zhao, Qilan. Perceived service quality in fast-food restaurants: empirical evidence from China. The International Journal of Quality & Reliability Management27.4 (2010): 424-437.

Ramseook-Munhurrun, Prabha. Perceived Service Quality In Restaurant Services: Evidence From Mauritius. International Journal of Management and Marketing Research5.3 (2012): 1-14.

Ryu, Kisang; Lee, Hye-Rin; Kim, Woon Gon. The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management24.2 (2012): 200-223.

Tripathi, Gaurav; Dave, Kartik. Exploration Of Service Quality Factors In Restaurant Industry: A Study Of Selected Restaurants In New Delhi Region. Journal of Services Research14.1 (Apr-Sep 2014): 9-26.

Tu, Yu-Te; Lin, Shean-Yuh; Chang, Yu-Yi. Relationships among Service Quality, Customer Satisfaction and Customer Loyalty in Chain Restaurant. Information Management and Business Review3.5 (Nov 2011): 270-279.

Vijayvargy, Lokesh. Measuring Service Quality Using SERVQUAL: A Case of Restaurant Chain. International Journal of Management and Innovation6.2 (2014): 60-72.

Wu, Po-Hsuan; Huang, Ching-Yuan; Chou, Cheng-Kai. Service Expectation, Perceived Service Quality, And Customer Satisfaction In Food And Beverage Industry. International Journal of Organizational Innovation (Online)7.1 (Jul 2014): 171-180.


PERIODE 2000 – 2009

Clare Chua Chow; Luk, Peter. A strategic service quality approach using analytic hierarchy process. Managing Service Quality15.3 (2005): 278-289.

Heung, Vincent C S; Wong, M Y; Qu, Hailin. Airport-restaurant service quality in Hong Kong: An application of SERVQUAL. Cornell Hotel and Restaurant Administration Quarterly41.3 (Jun 2000): 86-96.

Kit-Fai Pun; Ka-Yan, Ho. Identification of service quality attributes for restaurant operations: A Hong Kong case. Managing Service Quality11.4 (2001): 233-240.

Marta Pedraja Iglesias; M Jesus Yague Guillen.Perceived quality and price: their impact on the satisfaction of restaurant customers. International Journal of Contemporary Hospitality Management16.6 (2004): 373-379.

Wall, Eileen A; Berry, Leonard L. The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality. Cornell Hotel and Restaurant Administration Quarterly48.1 (Feb 2007): 59-69,10.

Walter, Ute; Edvardsson, Bo; Åsa Öström. Drivers of customers’ service experiences: a study in the restaurant industry. Managing Service Quality20.3 (2010): 236-258.

Young Namkung; SooCheong (Shawn) Jang. Are highly satisfied restaurant customers really different? A quality perception perspective. International Journal of Contemporary Hospitality Management20.2 (2008): 142-155.

PERIODE 1990 – 1999

Gould-Williams, Julian. The impact of employee performance cues on guest loyalty, perceived value and service quality. The Service Industries Journal19.3 (Jul 1999): 97-118.

Johns, Nick; Tyas, Phil. Use of service quality gap theory to differentiate between foodservice outlets. The Service Industries Journal16.3 (Jul 1996): 321.

Liljander, Veronica; Strandvik, Tore. Estimating zones of tolerance in perceived service quality and perceived service value. International Journal of Service Industry Management4.2 (1993): 6.

Stevens, Pete; Knutson, Bonnie; Patton, Mark. DINESERV: A tool for measuring service quality in restauran. Cornell Hotel and Restaurant Administration Quarterly36.2 (Apr 1995): 56.


Update Tanggal 25 April 2015

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