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

• Main Authors: Lim, Ee Tin., Lin, Qihui., Tan, Joey Jing Jie.
• 其他作者: Low, Peter Issac Siow Siam
• 格式: Final Year Project
• 出版: 2008
• 主題: DRNTU::Business::Marketing::Customer services
• 在線閱讀: http://hdl.handle.net/10356/9465

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...