ScholarWorks@GVSU

Applying the DINESERV and IPA Methods to a Cross Cultural Comparison of Quality Service Gaps

This is an empirical comparison of methods study, to determine which method (DINESERV or Importance Performance Analysis) will produce the most relevant gap analysis attuned to the needs of restaurant managers (hospitality providers) in Poland and the United States. The aims are: 1) to understand what consumers expect (in advance of their purchase) from a casual dining restaurant; 2) to understand what attributes are more or less important to them; 3) to examine aspects of service delivery (post purchase) and identify the service quality gaps; and, 5) to compare the two main methodologies.