Empirical assessment and application of SERVQUAL in Holland Village full service restaurants.

• Main Authors: Lim, Ee Tin., Lin, Qihui., Tan, Joey Jing Jie.
• Other Authors: Low, Peter Issac Siow Siam
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Marketing::Customer services
• Online Access: http://hdl.handle.net/10356/9465
• Institution: Nanyang Technological University

SERVQUAL measures service quality as the gap between consumer’s expectations and perceptions. A modified version was issued to tertiary students patronizing full-service restaurants in Holland Village. The reliability of the instrument, its construct and dimensionality, and the extent of gaps on ser...