Customer satisfaction of Timbre substation : an application of SERVQUAL model.

• Main Authors: Chia, Seng Lum., Lim, Soo Zien., Foo, Elson Fang Yuan.
• Other Authors: Hooi Den Huan
• Format: Final Year Project
• Language: English
• Published: 2010
• Subjects: DRNTU::Business
• Online Access: http://hdl.handle.net/10356/35217
• Institution: Nanyang Technological University

The Customer Satisfaction Index of Singapore has been embarking on a downward trend since it was first started in 2008. The Food and Beverages Industry, in particular, has the worse satisfaction index rating during the inception year. Recognizing the importance of customer satisfaction and its potential impact on the service industry, Singapore has implemented several campaigns to improve the general service quality with the aim of ultimately increasing overall customer satisfaction. Our research thus, aims to gain a better understanding of customer satisfaction levels in Food and Beverage Industry; more specifically, in a restaurant bar concept of Timbre Substation. The model adopted is that of the SERVQUAL model where differences between expectation and perception scores act as a platform for this research to understand Timbre Substation’s service quality and customer satisfaction. Literature reviews and primary data collection forms the basis of our research methodology, with statistical analysis using SPSS to generate relevant findings. Our research findings reveal that Timbre Substation did not meet customers’ expectations as negative scores were recorded for all surveyed 22 items. However, customer satisfaction ratings for Timbre Substation were slightly above average, indicating that there exists other aspects that contribute to customers’ satisfaction. Based on the results, recommendations were made to potentially improve service quality and customer satisfaction levels in Timbre Substation.