Service Quality among Selected ‘Chop Bar’ (local restaurants) Operators in Koforidua, Eastern Region, Ghana.

Abstract

The study assessed the quality of customer service delivered by ‘chop bar’ (local restaurants) operators and satisfaction levels among customers in Koforidua. Snowball sampling was used in selecting 5 chop bars. A sample of 200 customers was used. Purposive sampling was used to select and interview owners of the chop bars. Self-administered questionnaire comprising 17 close-ended and 3 open-ended questions were used. 14 of the 17 questions were designed on Likert 5-point attitude evaluation scale. The study indicated that 70% of the customers are satisfied with service quality of the chop bars, but 30% are not. This means that there are still significant service quality gaps in terms of tangibles or physical evidence, reliability, responsiveness, assurance, and empathy (Parasuraman et al., 1985) that the chop bars must endeavour to close to improve customer service delivery, loyalty and business growth. 

Key words: tangibles; reliability; responsiveness; assurance, and empathy.