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Abstract

This research delves into the complex relationship between service quality, tipping behavior, and various influencing factors within the context of the hospitality industry. By collecting data from 19 casual and fine dining restaurants in Goa, India, the study focused on frontline employees, including waiters and barmen, who regularly interacted with diners. A total of 216 questionnaires were distributed during lunch and dinner periods, capturing diners' perspectives on service quality using a 7-point Likert scale.

The results revealed significant insights into the dynamics of tipping behavior. There was a statistically significant, medium-sized positive correlation between customer service assessments and the percentage of tips received. Moreover, a strong positive correlation between bill size and tip amount was observed.

These findings have substantial implications for enhancing service quality and optimizing tipping practices. The research can benefit service professionals in improving customer satisfaction and employee well-being, ultimately contributing to the success of the hospitality industry.

Keywords

Service quality, Tipping behaviour, Hospitality industry, Customer perceptions, Cultural norms

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