TANGSERV

Abstract

ABSTRACT This paper seeks to explore the domain of tangible quality construct; reviews the existing literature and then proceeds to develop a scale called TANGSERV for measuring tangible quality in food service industry. It captures ambient factors such as music and temperature; design factors such as location and seating arrangement; and product/service factors such as food presentation and food variety. Procedure used in constructing and refining a multiple-item scale is described. Moderately high factor loadings (between 0.725 and 0.799) and an a value of 0.76 suggests that scale is stable and reliable. Similarly, confirmatory factor analysis results show that factor loadings (between 0.660 and 0.830) are significant enough to claim convergent validity while a chi-square difference of 76.830 between fixed and freely estimated models provides an evidence of discriminant validity. Key Words: SERVQUALservicerestaurantsfoodserviceTANGSERV