New insights into the measurement model of a new scale for evaluating restaurant service quality during major infectious disease outbreaks

Abstract

Purpose Consumers prefer to choose restaurants that value hygiene and safety; therefore, appropriate epidemic prevention measures could restore 30% of lost customers and enhance a restaurant’s reputation during infectious disease outbreaks. Providing customers with safe epidemic prevention service quality is an important mission of the restaurant industry during an epidemic. This study aims to construct an epidemic prevention service quality scale for restaurants (REP-SERV scale). Design/methodology/approach The REP-SERV scale was constructed through internet big data analytics and qualitative and quantitative research procedures. Findings A total of 16 key service factors for restaurant epidemic prevention were extracted through internet big data analytics. The REP-SERV scale contained 28 items in six dimensions, including hygiene, empathy, flexible service, support service, personnel management and body temperature and seating arrangement. Practical implications The REP-SERV scale can help many restaurant operators clearly determine the deficiencies and risks of restaurant epidemic prevention services. Originality/value The findings can provide references to effectively measure and improve the epidemic prevention service quality in restaurants, thereby providing customers with a comfortable and safe dining environment.