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Journal of Foodservice Business Research Volume 11, 2008 - Issue 2
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Original Articles

Senior Citizens' Perceived Service Levels in Three Restaurant Sectors

Shih-Ming Hu Department of Human Ecology, State University of New York at Oneonta, Correspondence[email protected]
,
Jerrold K. Leong School of Hotel & Restaurant Administration, Oklahoma State University, 210 HESW, Stillwater, OK, 74078
,
Woo Gon Kim Dedman School of Hospitality, College of Business, Florida State University, One Champions Way, Suite 4116, Tallahassee, FL, 32306
,
Bill Ryan School of Hotel & Restaurant Administration, Oklahoma State University, 210 HESW, Stillwater, OK, 74078
&
William D. Warde Department of Statistics, Oklahoma State University, 301F MSCS Bldg, Stillwater, OK, 74078
Pages 202-219 | Published online: 08 Sep 2008
 
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ABSTRACT

The purpose of this study is to identify whether the senior citizens' perceived service levels differ among the quick service, casual dining, and fine dining restaurant. A total of 429 senior citizens participated in this study. Descriptive analysis, ANOVA, and Scheffe post hoc multiple comparisons were conducted. The information regarding senior citizens' dining behaviors was updated in this study. Overall, the quality levels of restaurants' services were moderately higher than the levels that senior citizens expected. However, senior citizens' perceptions for the service performance and perceived value were essentially different in some aspects among three restaurant sectors.

Notes

Meyer, M. K. (1997). Report on middle/junior high school student foodservice survey, NFSMI-R-34–97. University, MS: National Food service Management Institute.

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