Authors: Prabhat Kumar Singh Kushwah; Pankaj Kumar Singh
Addresses: Department of Management, Prestige Institute of Management Gwalior, India ' ICFAI Business School, IFHE Hyderabad (Deemed to be University), Donthanapally, Shankarapalli Road, Hyderabad-501203, Telangana, India
Abstract: The present study attempts to investigate the role of sacrifice and service quality in Indian restaurants. Responses were collected from 420 respondents using a convenience sampling approach and analysed with the help of confirmatory factor analysis and structural equation modelling. The data were collected using convenience study which was intended to point out the influence of service quality, sacrifice, service value, customer satisfaction, and behavioural intentions of 420 respondents of the metropolitan cities of India. Data analysis tools used in this research were EFA, CFA, and SEM the results disclosed that the service quality influenced sacrifice, service value, customer satisfaction, and behavioural intentions. For future study the research can focus on to identify antecedents of the sacrifice, service value and satisfaction relationship was not included in the model of the study in future research researchers can include this relationship in their model and sacrifice was not used as a mediator among service quality and service value in future research researchers can find out a mediating role of sacrifice.
Keywords: service quality; service value; customer satisfaction; sacrifice and behavioural intentions.
International Journal of Business Excellence, 2021 Vol.23 No.2, pp.153 - 170
Received: 12 Apr 2019
Accepted: 30 May 2019
Published online: 25 Jan 2021 *