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61408

The relationship between INTSERVQUAL & EXTSERVQUAL in Full-service restaurants: a comparative study between Domestic foreign restaurants

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Last updated: 04 Jan 2025

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Abstract

The purpose of this study is to explore the relationship between INTSERVQUAL and EXTSERVQUAL in 20 domestic and foreign restaurants in Amman, and the importance of internal service quality. and its impact on. customer evaluation of external service quality dimensions, the study dealt with (231) employees in both domestic and foreign restaurants and ^537) customers visiting these restaurants. INTSERVQUAL focused on (9) dimensions while EXTSERVQUAL dealt with_(6) dimensions. The study showed that the most influential dimensions of the INTSERVQUAL dimensions on EXTSERVQUAL dimensions were: reliability, assurance, empathy, interest, tangibility, professionalism, and flexibility while there was no significant influence for the dimensions of food health & safety and responsiveness; on the EXTSERVQUAL. Also, the study shows that the most influential dimensions of INTSERVQUAL on pricing were reliability, tangibility, and responsiveness, the study demonstrates that reliability, tangibility, interest, and professionalism were the most affective on organization image (restaurant image). Finally, the study demonstrates that the employees evaluation of INTSERVQUAL do did differ with the nature of restaurant, domestic or foreign. This study contributes to previous research by adding to existing knowledge regarding what represent INTSERVQUAL and EXTSERVQUAL in restaurants industry. The study makes key recommendations towards pay attention to INTSERVQUAL and EXTSERVQUAL

DOI

10.21608/jaauth.2012.61408

Keywords

INTSERVQUAL, EXTSERVQUAL, restaurants, Jordan

Authors

First Name

Hammad

Last Name

Moussa

MiddleName

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Affiliation

Applied Science Private University, Amman, Jordan

Email

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Orcid

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First Name

Alaa El Din

Last Name

Mohamed

MiddleName

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Affiliation

Faculty of Economics and Administration, King Faisal University, Saudi Arabia

Email

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City

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Orcid

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First Name

Suleiman

Last Name

Ahmed

MiddleName

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Affiliation

Al-Hussein Bin Talal University, Amman, Jordan

Email

-

City

-

Orcid

-

Volume

9

Article Issue

1

Related Issue

7775

Issue Date

2012-06-01

Receive Date

2012-01-06

Publish Date

2012-06-01

Page Start

1

Page End

14

Print ISSN

1687-1863

Online ISSN

2682-4612

Article File

JAAUTH_Volume 9_Issue 1_Pages 1-14.pdf

PDF . 627.2kB

Link

https://jaauth.journals.ekb.eg/article_61408.html

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https://jaauth.journals.ekb.eg/service?article_code=61408

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Original Article

Type Code

997

Publication Type

Journal

Publication Title

Journal of Association of Arab Universities for Tourism and Hospitality

Publication Link

https://jaauth.journals.ekb.eg/

MainTitle

The relationship between INTSERVQUAL & EXTSERVQUAL in Full-service restaurants: a comparative study between Domestic foreign restaurants

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Article

Created At

22 Jan 2023