Title: How to measure customers' perceived service quality of smart restaurants?

Authors: Ching-Chan Cheng; Ming-Chun Tsai; Ya-Yuan Chang; Cheng-Ta Chen

Addresses: Department of Food and Beverage Management, Taipei University of Marine Technology, No. 212, Sec. 9, Yen Ping N., Taipei City, 111, Taiwan ' Department of Artificial Intelligence, CTBC Business School, No. 600, Sec. 3, Taijiang Blvd., Annan District, Tainan City, 709, Taiwan ' Department of Hospitality Management, Ming Chuan University, No. 5 De Ming Rd., Gui Shan District, Taoyuan City, 333, Taiwan ' Department of Food and Beverage Management, Taipei University of Marine Technology, No. 212, Sec. 9, Yen Ping N., Taipei City, 111, Taiwan

Abstract: Smart restaurants are a new type of restaurant that can be applied to restaurant halls and kitchens through the use of the internet of things (IoT) and communication technology, which can be used to reduce the service contact between service staff and customers during COVID-19. Effective evaluation of the service quality of various restaurants is a primary task for the restaurant industry, but previous restaurant service quality scales cannot fully measure the service quality of smart restaurants. Based on the above reasons, this study developed a smart restaurant service quality scale (SRSERV scale) through rigorous research procedures. The SRSERV scale had considerate service, responsiveness, fun and novelty, reliability, service efficacy, and empathy dimensions, with a total of 30 items. The implications of these dimensions were fully discussed in this study. The SRSERV scale could allow smart restaurant operators to accurately measure the service quality of smart restaurants to improve service quality.

Keywords: smart restaurant; service quality; service quality scale.

DOI: 10.1504/IJMC.2025.142949

International Journal of Mobile Communications, 2025 Vol.25 No.1, pp.1 - 18

Received: 11 Jan 2022
Accepted: 18 Mar 2023
Published online: 02 Dec 2024 *

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