Title: Cross Cultural Service Gap Analysis: Comparing SERVQUAL Customers and IPA Mystery Shoppers
Abstract: This study employs SERVQUAL and mystery shopping using importance performance analysis side-by-side in restaurants in two different countries. Pre- and post-dining surveys were completed with eight data sets analyzed. By incorporating mystery shopping, the importance performance analysis (IPA) results demonstrated that the objective quality of services provided is very similar in both countries and the perceived quality is higher with the IPA method. SERVQUAL negative gaps were observed indicating quality deficiencies more often in Poland, perhaps indicating a lower quality of services there. The SERVQUAL method compliments the IPA method showing important service quality gaps. Using both methods reduces weaknesses.
Publication Year: 2013
Publication Date: 2013-09-01
Language: en
Type: article
Indexed In: ['crossref']
Access and Citation
Cited By Count: 11
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