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

• Autores: Cheng-Ta Chen, Ching-Chan Cheng, Fu-Sung Hsu
• Localización: Total Quality Management & Business Excellence, ISSN-e 1478-3371, Vol. 26, Nº. 3-4, 2015, págs. 355-367
• Idioma: inglés
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• Resumen

  • 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.