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Factors Affecting Guest Perceived Service Quality, Product Quality, and Satisfaction–A Study of Luxury Restaurants in Ho Chi Minh City, Vietnam

Khuong Mai Ngoc and Tran Tran Uyen
School of Business Administration, International University–VNU-HCMC, Vietnam

Abstract—This study was conducted to examine the direct and indirect impacts of the factors of SERVQUAL model; tangibles, reliability, responsiveness, empathy, and assurance together with other factors of price, authenticity, and meal pace on guest satisfaction of luxury restaurants in Ho Chi Minh City through the mediation of factors of service quality and product quality. The empirical results provided a general view about customer’s assessment about product quality or food quality and service quality of luxury restaurants. In addition, this study also argued that, to achieve higher guest satisfaction level, luxury restaurateurs should focus more on the improvement of their service quality, product quality, assurance, responsiveness, empathy, and reliability of staff, offer better price and pre–and in meal pace process. On the other hand, despite having no direct effect on guest satisfaction, tangibles dimension and activities of post meal pace process contributed an important indirect impact on guest satisfaction.

Index Terms—guest satisfaction, luxury restaurant, perceived service quality, perceived product quality

Cite: Wiwik Anggraeni, Retno Aulia Vinarti, Raras Tyasnurita, and Juwita Permatasari, "Production Planning Optimization Using Goal Programming Method in Habibah Busana," Journal of Advanced Management Science, Vol. 3, No. 4, pp. 284-291, December 2015. doi: 10.12720/joams.3.4.284-291
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