RESQUAL: A Scale Development Study for Measuring Service Quality in Restaurants

Year 2025, Volume: 22 Issue: 1, 24 - 48, 27.03.2025

Eylem Taşdağıtıcı , Muharrem Tuna

https://doi.org/10.24010/soid.1524409

Abstract

This study aimed to develop a new restaurant service quality scale, RESQUAL, that addresses the empirical and conceptual deficiencies of existing restaurant service quality scales and takes into account the changes in customer perceptions. Within the scope of the research, Exploratory Factor Analysis (EFA) was applied to the data obtained from a sample of 224 people, and Confirmatory Factor Analysis (CFA) was applied to the data obtained from a sample of 230 people. Restaurant service quality in this study was conceptualized in five dimensions as food, personnel, atmosphere, hygiene and menu. The EFA results indicated that the scale had high internal consistency (Cronbach's Alpha = 0.91), and the five-factor structure of the scale was confirmed by the CFA results. These findings show that RESQUAL is a valid and reliable measurement tool.

Keywords

Service Quality, Rеstaurants, Scalе Dеvеlopmеnt, Pеrcеption, Uncеrtainty

Ethical Statement

Ankara Hacı Bayram Veli Üniversitesi, 20.01.2022 tarih 71486 no.lu kararı

RESQUAL: Restoranlarda Hizmet Kalitesini Ölçmeye Yönelik Bir Ölçek Geliştirme Çalışması

Abstract

Bu çalışmada, mevcut restoran hizmet kalitesi ölçeklerinin ampirik ve kavramsal eksikliklerini gideren ve müşteri algılarında meydana gelen değişimleri dikkate alan yeni bir restoran hizmet kalitesi ölçeği olan RESQUAL’in geliştirilmesi amaçlanmıştır. Araştırma kapsamında 224 kişilik bir örneklemden elde edilen veriler doğrultusunda Açımlayıcı Faktör Analizi (AFA), 230 kişilik bir örneklemden elde edilen veriler doğrultusunda Doğrulayıcı Faktör Analizi (CFA) uygulanmıştır. Restoran hizmet kalitesi bu çalışmada; yiyecek, personel, atmosfer, hijyen ve menü olmak üzere beş boyutta kavramsallaştırılmıştır. AFA sonuçları ölçeğin yüksek iç tutarlılığa sahip olduğunu (Cronbach's Alpha = 0,91) göstermiş olup, CFA sonuçları ile ölçeğin beş faktörlü yapısı doğrulanmıştır. Bu bulgular RESQUAL'in geçerli ve güvenilir bir ölçüm aracı olduğunu göstermektedir.

Keywords

Hizmet Kalitesi, Restoranlar, Ölçek Geliştirme, Algı, Belirsizlik

Ethical Statement

Ankara Hacı Bayram Veli Üniversitesi, 20.01.2022 tarih 71486 no.lu kararı

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