Understanding service quality in coffee outlets

• Main Authors: Kaur, Perveenjit Amarjit S., Ng, Li Ann, Filza Sarip Udin
• Other Authors: Murthy, Bvsan
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Marketing::Customer services
• Online Access: http://hdl.handle.net/10356/11204
• Institution: Nanyang Technological University

This study was conceived to design a questionnaire that would better understand service quality in the cofee outlet industry, as compared to the SERVQUAL questionnaire in accessing customer expectations and perceptions.