An Empirical Investigation of Service Quality Based on RATER Model

Hui-Lin Hsu; Hung-Chi Hsu; Daxing Du; Quanhua Hu

doi:doi:10.11648/j.ijber.20221103.13

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An Empirical Investigation of Service Quality Based on RATER Model

Hui-Lin Hsu, Hung-Chi Hsu, Daxing Du, Quanhua Hu

Published in International Journal of Business and Economics Research (Volume 11, Issue 3)

Received: 31 May 2022 Published: 1 June 2022

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Abstract

The sales market of beverages and baked goods is very competitive in China, especially in Shanghai, which has the highest density of convenience stores in the country, and these stores mainly sell beverages and various foods. Therefore, in order to maintain an advantage in a highly competitive market, chain coffee shops should examine the quality of service and ensure that their customers are satisfied. This research takes C company as a case study of service quality, explores the gap between customers' actual service experience and prior expectations, and finds out the existing problems and puts forward improvement suggestions. The research method is based on random distribution of questionnaires as a research tool, and the survey objects are the existing customers of C company. The questionnaire design is based on the five dimensions of the RATER model, combined with the characteristics of the catering industry, and develops evaluation indicators. The survey results show that the respondents have the characteristics of youth, and their satisfaction with service quality is in the order of tangibility, responsiveness, reliability, assurance, and empathy. At the same time, this paper proposes countermeasures, including that companies should provide a friendly service environment and make timely remediation for service failures. The service awareness of service personnel should be transformed from passive to active, professional skills need to be improved, and they must have the ability to think from the perspective of customers.

Published in	International Journal of Business and Economics Research (Volume 11, Issue 3)
DOI	10.11648/j.ijber.20221103.13
Page(s)	117-122
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2022. Published by Science Publishing Group

Keywords

RATER Model, Service Quality, Customer Satisfaction

References

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[12]	Xu X., “What are customers commenting on, and how is their satisfaction affected? Examining online reviews in the on-demand food service context,” Decision Support Systems, 2021, 142: 113467.
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APA Style

Hui-Lin Hsu, Hung-Chi Hsu, Daxing Du, Quanhua Hu. (2022). An Empirical Investigation of Service Quality Based on RATER Model. International Journal of Business and Economics Research, 11(3), 117-122. https://doi.org/10.11648/j.ijber.20221103.13

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ACS Style

Hui-Lin Hsu; Hung-Chi Hsu; Daxing Du; Quanhua Hu. An Empirical Investigation of Service Quality Based on RATER Model. Int. J. Bus. Econ. Res. 2022, 11(3), 117-122. doi: 10.11648/j.ijber.20221103.13

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AMA Style

Hui-Lin Hsu, Hung-Chi Hsu, Daxing Du, Quanhua Hu. An Empirical Investigation of Service Quality Based on RATER Model. Int J Bus Econ Res. 2022;11(3):117-122. doi: 10.11648/j.ijber.20221103.13

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@article{10.11648/j.ijber.20221103.13,
  author = {Hui-Lin Hsu and Hung-Chi Hsu and Daxing Du and Quanhua Hu},
  title = {An Empirical Investigation of Service Quality Based on RATER Model},
  journal = {International Journal of Business and Economics Research},
  volume = {11},
  number = {3},
  pages = {117-122},
  doi = {10.11648/j.ijber.20221103.13},
  url = {https://doi.org/10.11648/j.ijber.20221103.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijber.20221103.13},
  abstract = {The sales market of beverages and baked goods is very competitive in China, especially in Shanghai, which has the highest density of convenience stores in the country, and these stores mainly sell beverages and various foods. Therefore, in order to maintain an advantage in a highly competitive market, chain coffee shops should examine the quality of service and ensure that their customers are satisfied. This research takes C company as a case study of service quality, explores the gap between customers' actual service experience and prior expectations, and finds out the existing problems and puts forward improvement suggestions. The research method is based on random distribution of questionnaires as a research tool, and the survey objects are the existing customers of C company. The questionnaire design is based on the five dimensions of the RATER model, combined with the characteristics of the catering industry, and develops evaluation indicators. The survey results show that the respondents have the characteristics of youth, and their satisfaction with service quality is in the order of tangibility, responsiveness, reliability, assurance, and empathy. At the same time, this paper proposes countermeasures, including that companies should provide a friendly service environment and make timely remediation for service failures. The service awareness of service personnel should be transformed from passive to active, professional skills need to be improved, and they must have the ability to think from the perspective of customers.},
 year = {2022}
}

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TY  - JOUR
T1  - An Empirical Investigation of Service Quality Based on RATER Model
AU  - Hui-Lin Hsu
AU  - Hung-Chi Hsu
AU  - Daxing Du
AU  - Quanhua Hu
Y1  - 2022/06/01
PY  - 2022
N1  - https://doi.org/10.11648/j.ijber.20221103.13
DO  - 10.11648/j.ijber.20221103.13
T2  - International Journal of Business and Economics Research
JF  - International Journal of Business and Economics Research
JO  - International Journal of Business and Economics Research
SP  - 117
EP  - 122
PB  - Science Publishing Group
SN  - 2328-756X
UR  - https://doi.org/10.11648/j.ijber.20221103.13
AB  - The sales market of beverages and baked goods is very competitive in China, especially in Shanghai, which has the highest density of convenience stores in the country, and these stores mainly sell beverages and various foods. Therefore, in order to maintain an advantage in a highly competitive market, chain coffee shops should examine the quality of service and ensure that their customers are satisfied. This research takes C company as a case study of service quality, explores the gap between customers' actual service experience and prior expectations, and finds out the existing problems and puts forward improvement suggestions. The research method is based on random distribution of questionnaires as a research tool, and the survey objects are the existing customers of C company. The questionnaire design is based on the five dimensions of the RATER model, combined with the characteristics of the catering industry, and develops evaluation indicators. The survey results show that the respondents have the characteristics of youth, and their satisfaction with service quality is in the order of tangibility, responsiveness, reliability, assurance, and empathy. At the same time, this paper proposes countermeasures, including that companies should provide a friendly service environment and make timely remediation for service failures. The service awareness of service personnel should be transformed from passive to active, professional skills need to be improved, and they must have the ability to think from the perspective of customers.
VL  - 11
IS  - 3
ER  -

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Author Information

Hui-Lin Hsu

School of Business Administration, Baise University, Baise, China
Hung-Chi Hsu

School of Business Administration, Baise University, Baise, China
Daxing Du

School of Business Administration, Baise University, Baise, China
Quanhua Hu

School of Business Administration, Baise University, Baise, China

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Plain Text BibTeX RIS

APA Style

Hui-Lin Hsu, Hung-Chi Hsu, Daxing Du, Quanhua Hu. (2022). An Empirical Investigation of Service Quality Based on RATER Model. International Journal of Business and Economics Research, 11(3), 117-122. https://doi.org/10.11648/j.ijber.20221103.13

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ACS Style

Hui-Lin Hsu; Hung-Chi Hsu; Daxing Du; Quanhua Hu. An Empirical Investigation of Service Quality Based on RATER Model. Int. J. Bus. Econ. Res. 2022, 11(3), 117-122. doi: 10.11648/j.ijber.20221103.13

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AMA Style

Hui-Lin Hsu, Hung-Chi Hsu, Daxing Du, Quanhua Hu. An Empirical Investigation of Service Quality Based on RATER Model. Int J Bus Econ Res. 2022;11(3):117-122. doi: 10.11648/j.ijber.20221103.13

Copy | Download

@article{10.11648/j.ijber.20221103.13,
  author = {Hui-Lin Hsu and Hung-Chi Hsu and Daxing Du and Quanhua Hu},
  title = {An Empirical Investigation of Service Quality Based on RATER Model},
  journal = {International Journal of Business and Economics Research},
  volume = {11},
  number = {3},
  pages = {117-122},
  doi = {10.11648/j.ijber.20221103.13},
  url = {https://doi.org/10.11648/j.ijber.20221103.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijber.20221103.13},
  abstract = {The sales market of beverages and baked goods is very competitive in China, especially in Shanghai, which has the highest density of convenience stores in the country, and these stores mainly sell beverages and various foods. Therefore, in order to maintain an advantage in a highly competitive market, chain coffee shops should examine the quality of service and ensure that their customers are satisfied. This research takes C company as a case study of service quality, explores the gap between customers' actual service experience and prior expectations, and finds out the existing problems and puts forward improvement suggestions. The research method is based on random distribution of questionnaires as a research tool, and the survey objects are the existing customers of C company. The questionnaire design is based on the five dimensions of the RATER model, combined with the characteristics of the catering industry, and develops evaluation indicators. The survey results show that the respondents have the characteristics of youth, and their satisfaction with service quality is in the order of tangibility, responsiveness, reliability, assurance, and empathy. At the same time, this paper proposes countermeasures, including that companies should provide a friendly service environment and make timely remediation for service failures. The service awareness of service personnel should be transformed from passive to active, professional skills need to be improved, and they must have the ability to think from the perspective of customers.},
 year = {2022}
}

Copy | Download

TY  - JOUR
T1  - An Empirical Investigation of Service Quality Based on RATER Model
AU  - Hui-Lin Hsu
AU  - Hung-Chi Hsu
AU  - Daxing Du
AU  - Quanhua Hu
Y1  - 2022/06/01
PY  - 2022
N1  - https://doi.org/10.11648/j.ijber.20221103.13
DO  - 10.11648/j.ijber.20221103.13
T2  - International Journal of Business and Economics Research
JF  - International Journal of Business and Economics Research
JO  - International Journal of Business and Economics Research
SP  - 117
EP  - 122
PB  - Science Publishing Group
SN  - 2328-756X
UR  - https://doi.org/10.11648/j.ijber.20221103.13
AB  - The sales market of beverages and baked goods is very competitive in China, especially in Shanghai, which has the highest density of convenience stores in the country, and these stores mainly sell beverages and various foods. Therefore, in order to maintain an advantage in a highly competitive market, chain coffee shops should examine the quality of service and ensure that their customers are satisfied. This research takes C company as a case study of service quality, explores the gap between customers' actual service experience and prior expectations, and finds out the existing problems and puts forward improvement suggestions. The research method is based on random distribution of questionnaires as a research tool, and the survey objects are the existing customers of C company. The questionnaire design is based on the five dimensions of the RATER model, combined with the characteristics of the catering industry, and develops evaluation indicators. The survey results show that the respondents have the characteristics of youth, and their satisfaction with service quality is in the order of tangibility, responsiveness, reliability, assurance, and empathy. At the same time, this paper proposes countermeasures, including that companies should provide a friendly service environment and make timely remediation for service failures. The service awareness of service personnel should be transformed from passive to active, professional skills need to be improved, and they must have the ability to think from the perspective of customers.
VL  - 11
IS  - 3
ER  -

Copy | Download