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Tourism & Hospitality Management QUESTION #1639
Question 1
The Restaurant Management course covers 'SERVQUAL' as an assessment tool. In the restaurant context, SERVQUAL measures service quality across which five dimensions?
  • Speed, Efficiency, Reliability, Value, and Quality
  • Tangibles, Reliability, Responsiveness, Assurance, and Empathy✔️
  • Menu variety, Pricing, Ambiance, Staff appearance, and Cleanliness
  • Hygiene, Taste, Presentation, Portioning, and Temperature
Correct Answer Explanation
SERVQUAL — covered in Module 3 of the Restaurant Management course under 'Services technicalities' — is the standard service quality measurement instrument assessing five dimensions: Tangibles (physical facilities and staff appearance), Reliability (consistent service delivery), Responsiveness (willingness to help), Assurance (knowledge and courtesy), and Empathy (individualized customer care).