Service quality of hotels in Singapore
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...
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| Main Authors: | , , |
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| Other Authors: | |
| Format: | Final Year Project |
| Published: |
2008
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| Subjects: | |
| Online Access: | http://hdl.handle.net/10356/10624 |
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| Institution: | Nanyang Technological University |
| Summary: | 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 are two groups with relatively opposite culture characteristics. The research team was interested in examining if there was a difference in how these two groups perceive service quality of Singapore hotels. |
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