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International Journal Of Management And Economics Fundamental

Peer Reviewed | Open Access | E-ISSN: 2771-2257
Published Article

A Review of SERVQUAL Dimensions in Restaurant Service Quality Assessment

A Review of SERVQUAL Dimensions in Restaurant Service Quality Assessment

Authors

  • Dr. Nguyen Minh Anh
    Faculty of Business Administration, Eastern Vietnam University, Ho Chi Minh City, Vietnam
  • Dr. Tran Thi Bao Linh
    Faculty of Economics and Finance, Mekong Institute of Management Studies, Can Tho, Vietnam

Keywords:

SERVQUAL Restaurant Service Quality Customer Satisfaction

Abstract

Service quality has emerged as one of the most influential determinants of customer satisfaction, loyalty, and organizational competitiveness within the restaurant industry. As consumer expectations continue to evolve due to globalization, technological advancement, and changing dining preferences, restaurants are increasingly required to adopt systematic approaches for evaluating and improving service performance. Among the available measurement models, SERVQUAL remains one of the most widely recognized frameworks for assessing perceived service quality through five fundamental dimensions: tangibility, reliability, responsiveness, assurance, and empathy. This review article critically examines the theoretical development, application, and relevance of SERVQUAL in restaurant service quality assessment by synthesizing findings from existing empirical and conceptual studies. The review analyzes relationships between service quality dimensions and customer satisfaction, behavioral intentions, loyalty, restaurant image, employee commitment, physical environment, food quality, and technological innovations within hospitality operations. Furthermore, the article discusses how emerging trends, including digital transformation, online customer reviews, environmental sustainability, and post-pandemic operational changes, influence traditional SERVQUAL applications. Comparative evaluation of previous studies demonstrates that while SERVQUAL remains a robust framework for measuring customer perceptions, contemporary restaurant environments require integrating additional contextual variables such as technology-enabled services, food safety, atmospheric design, and employee engagement. The findings indicate that successful restaurant organizations achieve sustainable competitive advantage by combining SERVQUAL principles with strategic management practices, continuous quality improvement, and customer-centered innovation. The review contributes to hospitality literature by providing an integrated understanding of SERVQUAL dimensions, identifying current research gaps, and proposing future directions for improving restaurant service quality assessment. The study also offers practical implications for restaurant managers seeking evidence-based approaches to enhance customer experience and long-term organizational performance.

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