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Abstract
Restaurant business has emerged as one of the most competitive sectors. An organisation must look into needs and wants of customers to be successful. It becomes imperative to understand the components of quality service experience as critical to long term business health in the Hospitality organisations. The lifeblood of Hospitality, Tourism and Leisureindustry is the customer. Ensuring that the customer receives an appropriate level of service is critical to success.Therefore this study attempts to investigate existing levels of service quality by analysing the Gap between Perceptions and Expectations of guests (P-E gap) along with suggestion to assist policy makers, the restaurant authorities focusing on specific areas/dimensions where lagging.The data for the study will be collected through self-administered questionnaires using DINESERVE model. This study aims to provide clear thoughts on appropriate recommendations to develop framework of their service quality indicators and implement an effective strategy to meet the customers’ expectations.