Service quality of hotels in Singapore

• Main Authors: Koh, Wee Kwang., Tay, Ai Li., Khoo, Agnes Gek Lin.
• Other Authors: Nanyang Business School
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Marketing::Customer services
• Online Access: http://hdl.handle.net/10356/10624
• Institution: Nanyang Technological University

The research team was interested in testing the applicability of the SERVQUAL model in the Singapore hotel industry and whether the four service attributes (Reliability, Responsiveness, Empathy & Assurance) were important factors contributing to excellent service quality. Asians and Caucasians a...