Developing a service quality evaluation model for luxurious restaurants in international hotel chains

Abstract

The earnings of luxurious restaurants are a major source of revenue for international hotel chains in Taiwan. To guarantee success of the restaurants, service quality is a key factor. This study aims to establish a service quality evaluation model for luxurious restaurants in international hotel chains. A specialist questionnaire is first developed based on the five dimensions of PZB service quality model and an additional ‘innovation’ dimension. Analytic hierarchy process is then applied to calculate the relative weights among the dimensions and indicators. The results show that reliability is the chief evaluation dimension, followed by empathy. Crucial indicators include maintaining and cleaning the environment and facilities regularly, and delivering guaranteed and timely service.

Keywords:

• international hotel chains
• luxurious restaurants
• service quality
• evaluation model