📄 Abstract
Service quality has emerged as a critical determinant of customer satisfaction and competitive advantage in the restaurant industry. As customer expectations continue to evolve, restaurants must consistently deliver high-quality services to retain customers and sustain long-term business performance. The SERVQUAL model provides a widely accepted framework for assessing service quality by examining the gap between customer expectations and perceptions across multiple service dimensions. The present study applies the SERVQUAL model to evaluate service quality gaps in offline restaurant services. Data are collected from customers of restaurants operating through traditional dine-in service channels. The study examines customer expectations and perceptions with respect to key service quality dimensions, including tangibility, reliability, responsiveness, assurance, and empathy. Gap scores are computed by comparing perception and expectation ratings, and paired sample statistical techniques are employed to assess the significance of differences between expected and perceived service performance. The findings are expected to identify areas where service delivery falls short of customer expectations and provide insights for improving customer experience and service effectiveness. The study contributes to the service quality literature by offering empirical evidence on offline restaurant services and provides practical implications for restaurant managers seeking to enhance customer satisfaction and service excellence.
🏷️ Keywords
📚 How to Cite:
Mrs. Sumathi, Dr. Veena M , SERVICE QUALITY GAPS IN OFFLINE RESTAURANTS: AN APPLICATION OF SERVQUAL , Volume 13 , Issue 7, July 2026, EPRA International Journal of Economics, Business and Management Studies (EBMS) , Pages: 100 - 106 , DOI: https://doi.org/10.36713/epra28634