Influence of Quality Control of Service Operations on Employees’ Perceived Service Quality and Its Dimensions: a Cross-sectional Study of Barbeque Restaurants in Kiambu County, Kenya

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dc.contributor.authorNyawira, Reginah Brenda
dc.contributor.authorKinuthia, Teresa
dc.contributor.authorMiricho, Moses
dc.date.accessioned2023-09-07T06:25:08Z
dc.date.available2023-09-07T06:25:08Z
dc.date.issued2023
dc.descriptionarticleen_US
dc.description.abstractOutstanding service quality is vital to the success of service organisations, including barbeque restaurants. The current study examined the influence of quality control of service operations on perceived service quality and its dimensions (comprising tangibles, reliability, responsiveness, assurance, and empathy) among barbeque restaurants in Kiambu County. Data were collected from 112 managers of barbeque restaurants using a self-administered questionnaire. Descriptive statistics such as frequencies, percentages, means, and standard deviations were used to summarise the sample profile and respondents’ responses about the study constructs. Inferential analysis comprising simple linear regressions was used to examine the influence of quality control of service operations on perceived service quality. Quality control of service operations was found to have a significant positive influence on the overall perceived service quality (β = 0.856, t = 14.624, p = .000). Quality control of service operations was also found to significantly predict tangibility (β = 0.616, t = 6.904, p = .000), responsiveness (β = 0.760, t = 10.339, p = .000), assurance (β = 0.822, t = 12.764, p = .000), empathy (β = 0.787, t = 11.281, p = .000), and reliability (β = 0.706, t = 8.795, p = .000). Operators and owners of barbeque restaurants need to focus on quality control of service operations as doing so will boost the overall service quality.en_US
dc.identifier.citationNyawira, R. B., Kinuthia, T., & Miricho, M. Influence of Quality Control of Service Operations on Employees’ Perceived Service Quality and Its Dimensions: a Cross-sectional Study of Barbeque Restaurants in Kiambu County, Kenya.en_US
dc.identifier.issn2456-3676
dc.identifier.otherdoi: 10.51505/ijaemr.2023.8407
dc.identifier.urihttp://dx.doi.org/10.51505/ijaemr.2023.8407
dc.identifier.urihttp://ir-library.ku.ac.ke/handle/123456789/26909
dc.language.isoenen_US
dc.publisherijaemren_US
dc.subjectBarbeque restauranten_US
dc.subjectService qualityen_US
dc.subjectTangiblesen_US
dc.subjectReliabilityen_US
dc.subjectResponsivenessen_US
dc.subjectAssuranceen_US
dc.subjectEmpathyen_US
dc.subjectquality control of service operationsen_US
dc.titleInfluence of Quality Control of Service Operations on Employees’ Perceived Service Quality and Its Dimensions: a Cross-sectional Study of Barbeque Restaurants in Kiambu County, Kenyaen_US
dc.typeArticleen_US
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