العلاقة بين جودة الخدمة الداخلية و الخارجية في المطاعم ذات الخدمات الكاملة : دراسة مقارنة على عينة من المطاعم المحلية و الأجنبية في عمان

Abstract EN

The purpose of this study is to explore the relationship between INTSERVQUAL and EXTSERVQUAL in 20 domestic and foreign restaurants in Amman, and the importance, of internal service quality, and its .impact on, customer evaluation of external service quality dimensions, the study dealt with (231) employees in both domestic and foreign restaurants and ^537) customers visiting these restaurants.

INTSERVQUAL focused on (9) dimensions while EXTSERVQUAL dealt wilh_(6) dimensions.

The study showed that the most influential dimensions of the INTSERVQUAL dimensions on EXTSERVQUAL dimensions were: reliability, assurance, empathy, interest, tangibihty, professionalism, and flexibility while there was no significant influence for the dimensions of food heaUh & safety and responsiveness; on the EXTSERVQUAL.

Also, the study shows that the most influential dimensions of INTSERVQUAL on pricing were reliability, tangibility, and responsiveness, the study demonstrates that reliability, tangibility, interest, and professionalism were the most affective on organization image (restaurant image).

Finally, the study demonstrates that the employees evaluation of INTSERVQUAL do did differ with the nature of restaurant, domestic or foreign.

This study contributss.

to previous research by adding to existing knowledge regarding what represent INTSERVQUAL and EXTSERVQUAL in restaurants industry.

The study makes key recommendations towards pay attention to INTSERVQUAL and EXTSERVQUAL.