Service quality in Addis Ababa restaurants Vis-a-vis Price (Cases from Arada, Gulelle.and Kirkos Sub- Cities)

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Date

2008-06

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A.A.U

Abstract

Perceived service quality as measured by five dimensions of service quality and price IS the central point of discu ssion in- this study. The mqUlry was to scrutinize a gap between customers' service quality expectation s and cu stomers' service quality perceptions (experience). Customer survey was conducted by administering a questionna ire designed by incorporating the five dimensions of SERVQUAL and price. The five dimensions of service qua lity are accepted by Customers . The most favored dimension of the five is tangibles. Responsiveness and empathy are the second favored dimensions by cu stomers. Reliability and assurance follow being the third and fourth . However, resta u rants are not performing well with respect to empathy, tangibles, reliability. A slightly equal proportion of respondents stood in opposite directions with respect to price as an indicator of service quality

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Keywords

Restaurants, Service

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