INVESTIGATING THE PERCEIVED SERVICE QUALITY IN CROATIAN RESTAURANT INDUSTRY USING DINESERV MODEL

The purpose of this study is to assess perceptions of restaurant customers and to determine the factor structure of perceived restaurant service quality. A modified DINESERV model was applied. The model was tested on the sample of 32 restaurants on the Opatija Riviera (Croatia), resulting with 156 usable questionnaires on which statistical analysis was performed. Results suggest a rather high perceived service quality, explained with two main dimensions, namely “overall dining experience” and “restaurant ambience”.