SERVQUAL study on the traditional chinese medicine industry in Singapore

• Main Authors: Ang, Hui Teng, Lee, Mitchelle Jie Yin, Loo, Ai Jia
• Other Authors: Leong, Choon Chiang
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Marketing::Customer services
• Online Access: http://hdl.handle.net/10356/11188
• Institution: Nanyang Technological University

This study investigates the service quality of Traditional Chinese Medicine clinics in Singapore, through the use of SERVQUAL model by focusing on Gap 5 of the Gap Analysis Model. A Service Blueprint using an example of a TCM clinic, will help to gain further insights into the service quality and...