Bevqual: A Tool For Measuring Performance Quality In Beverage Operations

Keywords

Atmosphere; beverage establishments; BEVQUAL; service quality

Abstract

The main objective of this study was to develop an instrument to measure the multidimensional nature of performance quality in beverage establishments. This study was based on a sequential exploratory mixed methods design. Interviews with beverage managers and customer focus groups were conducted to create an initial instrument. After that, 405 customers were surveyed, and the final BEVQUAL instrument was developed, including six dimensions that were measured with 23 items. Atmosphere, service quality, and pricing were shown to be good predictors of customer satisfaction, while ambiance, beverage quality, and location did not affect customer satisfaction.

Publication Date

9-3-2018

Publication Title

Journal of Foodservice Business Research

Volume

21

Issue

5

Number of Pages

570-589

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1080/15378020.2018.1500058

Socpus ID

85050570108 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85050570108

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