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Total Quality Management & Business Excellence Volume 26, 2015 - Issue 3-4
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Original Articles

GRSERV scale: an effective tool for measuring consumer perceptions of service quality in green restaurants

Cheng-Ta ChenDepartment of Food & Beverage Management, Taipei College of Maritime Technology, No. 212, Sec. 9, Yen Ping N., Taipei City, Taiwan111, Republic of China
,
Ching-Chan ChengDepartment of Food & Beverage Management, Taipei College of Maritime Technology, No. 212, Sec. 9, Yen Ping N., Taipei City, Taiwan111, Republic of ChinaCorrespondence[email protected]
&
Fu-Sung HsuDepartment of Food & Beverage Management, Taipei College of Maritime Technology, No. 212, Sec. 9, Yen Ping N., Taipei City, Taiwan111, Republic of China
Pages 355-367 | Published online: 02 Sep 2013
 
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Abstract

This study aimed to develop a Green Restaurant Service Quality scale (GRSERV scale). This study used qualitative procedures to develop the dimensions and items of the preliminary GRSERV scale and used quantitative procedures to confirm the reliability and validity of the GRSERV scale. The GRSERV scale included 7 dimensions: tangible, reliability, responsiveness, assurance, empathy, environmental-oriented services, and food quality, which contained a total of 28 items. It was hoped that the GRSERV scale could help green restaurant managers and scholars better understand customers' needs for service quality, in order to significantly improve and enhance the service quality of green restaurants.

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