RESQUAL: A Scale Development Study for Measuring Service Quality in Restaurants

This study aimed to develop a new restaurant service quality scale, RESQUAL, that addresses the empirical and conceptual deficiencies of existing restaurant service quality scales and takes into account the changes in customer perceptions. Within the scope of the research, Exploratory Factor Analysis (EFA) was applied to the data obtained from a sample of 224 people, and Confirmatory Factor Analysis (CFA) was applied to the data obtained from a sample of 230 people. Restaurant service quality in this study was conceptualized in five dimensions as food, personnel, atmosphere, hygiene and menu. The EFA results indicated that the scale had high internal consistency (Cronbach's Alpha = 0.91), and the five-factor structure of the scale was confirmed by the CFA results. These findings show that RESQUAL is a valid and reliable measurement tool.