Title: Determinants of the service quality in restaurants: a qualitative analysis

Authors: Andrea Trujillo, Jorge Vera

Addresses: Division of Business, ITESM, Santa Fe Campus, Ave. Carlos Lazo #100. Col. Santa Fe, Delegacion Alvaro Obregon, Mexico D.F. 01389, Mexico. ' Division of Business, ITESM, Mexico City Campus, Calle del puente #222. Col. Ejidos de Huipulco, Tlalpan, Mexico D.F. 14380, Mexico

Abstract: Service quality is composed of several different factors depending on the type of service and the cultural context being analysed. From there, this investigation has, as its main objective to define the service quality in the context of Mexican restaurants from a client standpoint. Through research, the principal factors related to the service quality in restaurants were identified followed by profound interviews with managers and clients to support research findings and to address topics not studied before. As a result, 27 variables were identified and grouped according to their similarity into six different dimensions. These variables will serve as a starting point in the development of a measuring tool of service quality in restaurants.

Keywords: service quality; restaurants; catering industry; Mexico; quality factors; quality variables; quality dimensions; qualitative analysis; customer relationship management; CRM; leisure marketing.

DOI: 10.1504/IJLTM.2010.029590

International Journal of Leisure and Tourism Marketing, 2010 Vol.1 No.3, pp.271 - 287

Published online: 30 Nov 2009 *

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