 |
International Journal for Research Trends and Innovation
International Peer Reviewed & Refereed Journals, Open Access Journal
ISSN Approved Journal No: 2456-3315 | Impact factor: 8.14 | ESTD Year: 2016
Scholarly open access journals, Peer-reviewed, and Refereed Journals, Impact factor 8.14 (Calculate by google scholar and Semantic Scholar | AI-Powered Research Tool) , Multidisciplinary, Monthly, Indexing in all major database & Metadata, Citation Generator, Digital Object Identifier(DOI)
|
Issue: March 2026
Volume 11 | Issue 3
Review Result and Publication of Paper within : 2-3 days
Click Here For more DetailsFor Authors
Forms / Download
Published Issue Details
Editorial Board
Other IMP Links
Facts & Figure
Impact Factor : 8.14
Issue per Year : 12
Volume Published : 11
Issue Published : 118
Article Submitted : 21508
Article Published : 8513
Total Authors : 22399
Total Reviewer : 805
Total Countries : 158
Indexing Partner
Licence
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
|
Published Paper Details
|
|
| Paper Title: | THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN RESTAURANTS |
| Authors Name: | Dr Santhosh Samuel Putta |
| Download E-Certificate: | Download |
| Author Reg. ID: |
IJRTI_186347
|
| Published Paper Id: | IJRTI2304228 |
| Published In: | Volume 8 Issue 4, April-2023 |
| DOI: | |
| Abstract: | Purpose: The aim of this paper is to examine the effect of service quality on the customer satisfaction in restaurants in Pune, India as well as to determine that which dimensions of service quality makes the major contribution to overall customer satisfaction in restaurants. Method: This is a quantitative research study, where the data was collected by using random sampling method. Self-administered 300 questionnaires were distributed across 30 restaurants consisting of 10 questionnaires per restaurant and out of these 256 questionnaires were valid and suitable for further analysis. Service Quality was measured by using the seven SERVQUAL dimensions of Tangibles, Reliability, Responsiveness, Assurance, Empathy, Food Quality, Menu and Customer Satisfaction which are identified through literature. Based on the dimensions of Service Quality selected, 7 hypotheses were proposed, all of which are supported. Statistical Analysis: Descriptive Statistics were used for Frequency Distribution, Mean, Standard Deviation; Cronbach Alpha for Reliability Test, Variance Inflation Factor (VIF) for Multicollinearity, Karl Pearson Correlation Coefficient, Two-Tailed –T-Test, F-Test, ANOVA, and Multiple Regression Analysis. And all the data was processed through IBM SPSS 23. Findings: The findings suggested that more the quality of service, more the customer satisfaction and there is a significant and positive relationship exists between service quality and customer satisfaction in restaurants. The study implies that service quality plays an important role as a driver for attaining higher customer satisfaction level in restaurants. This study also revealed that the independent variables of service quality having the most influence on the dependent variable customer satisfaction in the restaurants is Tangible (22.4 %) followed by Food Quality (19.2%), Menu (18.2%), Reliability (16.9%), Assurance (14.4%), Responsiveness (11.7%) and the least influential is Empathy with (11.1%). |
| Keywords: | Service Quality, Customer Satisfaction, Restaurants |
| Cite Article: | "THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN RESTAURANTS", International Journal for Research Trends and Innovation (www.ijrti.org), ISSN:2455-2631, Vol.8, Issue 4, page no.1389 - 1399, April-2023, Available :http://www.ijrti.org/papers/IJRTI2304228.pdf |
| Downloads: | 000205584 |
| ISSN: |
2456-3315 | IMPACT FACTOR: 8.14 Calculated By Google Scholar| ESTD YEAR: 2016 An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.14 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator |
| Publication Details: |
Published Paper ID: IJRTI2304228
Registration ID:186347
Published In: Volume 8 Issue 4, April-2023
DOI (Digital Object Identifier):
Page No: 1389 - 1399 Country: PUNE, MAHARASHTRA, India Research Area: Management Publisher : IJ Publication Published Paper URL : https://www.ijrti.org/viewpaperforall?paper=IJRTI2304228 Published Paper PDF: https://www.ijrti.org/papers/IJRTI2304228 |
| Share Article: | |
|
Click Here to Download This Article |
|
| Article Preview | |
|
|
|
Major Indexing from www.ijrti.org
| Google Scholar | ResearcherID Thomson Reuters | Mendeley : reference manager | Academia.edu |
| arXiv.org : cornell university library | Research Gate | CiteSeerX | DOAJ : Directory of Open Access Journals |
| DRJI | Index Copernicus International | Scribd | DocStoc |
ISSN Details
 |
 |
|
ISSN: 2456-3315
Impact Factor: 8.14 and ISSN APPROVED,
Journal Starting Year (ESTD) : 2016
DOI (A digital object identifier)
| Providing A digital object identifier by DOI.ONE How to Get DOI? |
Conference
Open Access License Policy
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Important Details
Join RMS/Earn 300
WhatsApp
Click Here
Click Here
Indexing Partner |
|||
| Copyright © 2026 - All Rights Reserved - IJRTI | |||