• Naveen Chahal
• Aarti Ohlyan

In an intense competitive business environment service quality serves to be a strategic tool of competitive advantage and enhancing business performance. It is perceived as critical for the success of the organization as it is an antecedent to customer satisfaction. Further, excellent service increases customer retention and repeat patronage. Service quality is the outcome of an evaluation of expectations with the perception. In other words, it is the degree to which the attributes of service meets or exceeds the expectation of customers. The restaurant industry is a service oriented sector which stresses the provision of high quality of service and continuous quality improvement. The aim of present study is to find the service quality GAP among Haldirams' restaurants in Gurugram. Haldirams' outlets are spread over 19 countries. Though, there are numerous studies on service quality but none to the best of my knowledge have investigated the service quality of Haldirams' restaurants. The present study provides an additional insight into the perception of service quality in Haldiram restaurants and service quality GAP by comparing the perceived service quality attributes with consumers' expectation regarding Haldirams' restaurants.

Service Quality, Service Quality GAP, SERVQUAL, Restaurant, Gurugram, Haldiram

"SERVICE QUALITY GAP ANALYSIS AMONG HALDIRAMS' RESTAURANTS: A CASE STUDY OF GURUGRAM (INDIA)", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 6, page no.578-585, June-2018, Available :http://www.jetir.org/papers/JETIR1806207.pdf

"SERVICE QUALITY GAP ANALYSIS AMONG HALDIRAMS' RESTAURANTS: A CASE STUDY OF GURUGRAM (INDIA)", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 6, page no. pp578-585, June-2018, Available at : http://www.jetir.org/papers/JETIR1806207.pdf