How to measure customers' perceived service quality of smart restaurants?

被引：0
|
作者：
Cheng, Ching-Chan [1 ]
Tsai, Ming-Chun [2 ]
Chang, Ya-Yuan [3 ]
Chen, Cheng-Ta [4 ]
机构：
[1] Taipei Univ Marine Technol, Dept Food & Beverage Management, 212,Sec 9, Taipei City 111, Taiwan
[2] CTBC Business Sch, Dept Artificial Intelligence, 600,Sec 3,Taijiang Blvd, Tainan 709, Taiwan
[3] Ming Chuan Univ, Dept Hospitality Management, 5 Ming Rd, Taoyuan City 333, Taiwan
[4] Taipei Univ Marine Technol, Dept Food & Beverage Management, 212,Sec 9, Taipei City 111, Taiwan
来源：
INTERNATIONAL JOURNAL OF MOBILE COMMUNICATIONS | 2025年 / 25卷 / 01期
关键词：
smart restaurant; service quality; service quality scale; HUMAN-COMPUTER INTERACTION; MULTIPLE-ITEM SCALE; MODEL;
D O I：
10.1504/IJMC.2025.10060709
中图分类号：
G2 [信息与知识传播];
学科分类号：
05 ; 0503 ;
摘要：
Smart restaurants are a new type of restaurant that can be applied to restaurant halls and kitchens through the use of the internet of things (IoT) and communication technology, which can be used to reduce the service contact between service staff and customers during COVID-19. Effective evaluation of the service quality of various restaurants is a primary task for the restaurant industry, but previous restaurant service quality scales cannot fully measure the service quality of smart restaurants. Based on the above reasons, this study developed a smart restaurant service quality scale (SRSERV scale) through rigorous research procedures. The SRSERV scale had considerate service, responsiveness, fun and novelty, reliability, service efficacy, and empathy dimensions, with a total of 30 items. The implications of these dimensions were fully discussed in this study. The SRSERV scale could allow smart restaurant operators to accurately measure the service quality of smart restaurants to improve service quality.
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页数：19
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