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

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

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...

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Bibliographic Details
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
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Institution: Nanyang Technological University
Description
Summary: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 service quality are being examined.

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