Ocena porównawcza usług gastronomicznych na terenie Gdyni z wykorzystaniem metody SERVQUAL
Comparative evaluation of catering services in Gdynia using SERVQUAL method

Summary/Abstract: Consumer evaluation of quality catering services individual and network were subjected using SERVQUAL method. The study was conducted in 2010 among 375 respondents in Gdynia. Rated twenty-two aspects of services in five categories: tangible elements, reliability, speed of order, assurance and empathy. Compared the level of the service with its expectation and gravity determined categories of services. It was found that the expectations of consumers in the vast majority of premises were higher than their experiences of the catering services. The study group surveyed the most cherished aspects of the catering service reliability. Network catering establishments have been assessed at a similar level. The wide variation in service quality ratings were in the catering equipment. Best of all institutions surveyed rated pancake.

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