The relationship between INTSERVQUAL & EXTSERVQUAL in Full-service restaurants: a comparative study between Domestic foreign restaurants
Moussa, H., Mohamed, A., Ahmed, S. (2012). The relationship between INTSERVQUAL & EXTSERVQUAL in Full-service restaurants: a comparative study between Domestic foreign restaurants. EKB Journal Management System, 9(1), 1-14. doi: 10.21608/jaauth.2012.61408
Hammad Moussa; Alaa El Din Mohamed; Suleiman Ahmed. "The relationship between INTSERVQUAL & EXTSERVQUAL in Full-service restaurants: a comparative study between Domestic foreign restaurants". EKB Journal Management System, 9, 1, 2012, 1-14. doi: 10.21608/jaauth.2012.61408
Moussa, H., Mohamed, A., Ahmed, S. (2012). 'The relationship between INTSERVQUAL & EXTSERVQUAL in Full-service restaurants: a comparative study between Domestic foreign restaurants', EKB Journal Management System, 9(1), pp. 1-14. doi: 10.21608/jaauth.2012.61408
Moussa, H., Mohamed, A., Ahmed, S. The relationship between INTSERVQUAL & EXTSERVQUAL in Full-service restaurants: a comparative study between Domestic foreign restaurants. EKB Journal Management System, 2012; 9(1): 1-14. doi: 10.21608/jaauth.2012.61408

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

Journal of Association of Arab Universities for Tourism and Hospitality
Article 1, Volume 9, Issue 1, 2012, Page 1-14  XML PDF (612.55 K)
Document Type: Original Article
DOI: 10.21608/jaauth.2012.61408
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Authors
Hammad Moussa1; Alaa El Din Mohamed2; Suleiman Ahmed3
1Applied Science Private University, Amman, Jordan
2Faculty of Economics and Administration, King Faisal University, Saudi Arabia
3Al-Hussein Bin Talal University, Amman, Jordan
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
Keywords
INTSERVQUAL; EXTSERVQUAL; restaurants; Jordan
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