THE IMPACT OF SERVICE QUALITY ATTRIBUTES ON CUSTOMERS’ TIPPING BEHAVIOR IN EGYPTIAN RESTAURANTS

Document Type : Original Article

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Faculty of Hotels and Tourism - Alexandria University

Abstract

The literature includes several studies that addressed the factors that motivate 
customers to leave tips, but most of these studies have been conducted in western 
countries and USA. On the other hand, there are little published researches that 
addressed such tipping motives in eastern countries. Therefore, this research 
investigates the impact of service quality on tipping behavior in Egypt. In order to 
answer the questions of this research, convenience sampling technique was employed 
and a total of 651 valid questionnaires were collected from Egyptian restaurant 
customers. Findings show that most Egyptians agreed that they tip in order to reward 
service quality. This research extends the body of knowledge on tipping as it is 
considered one of the first studies that addresses the tipping motives in an eastern 
country and whether it differs from western countries. Finally, restaurant managers 
should employ these findings to design training programs for service employees in 
order to raise their awareness of the most important reasons that stimulates 
customers’ desire to tip

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