Analysis of Service Quality of Roadside Dhaba of Haryana

Abstract

The food market has been growing steadily in India and the rise to the infrastructure development especially the road network development has given rise to road travel in India. Along the highways the roadside restaurants, popularly known as Dhaba have come up. This study intended to study the service quality of dhaba. A questionnaire based on SERVQUAL model with an added dimension of food quality was prepared and used for data collection. The questionnaire consisted of two sections divided to collect demographic information of the respondents in first section and second section collected information about the perceived service quality and customer satisfaction. The data was analyzed using IBM SPSS AMOS 23. The results were presented in the form of tables and figures. Evaluation of perceived service quality reflected that the dhabas are performing well. The impact of service quality dimensions on customer satisfaction was also studied and reflected that assurance and empathy are significant dimensions of service quality for customer satisfaction.