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

• المؤلفون الرئيسيون: Lim, Ee Tin., Lin, Qihui., Tan, Joey Jing Jie.
• مؤلفون آخرون: Low, Peter Issac Siow Siam
• التنسيق: Final Year Project
• منشور في: 2008
• الموضوعات: DRNTU::Business::Marketing::Customer services
• الوصول للمادة أونلاين: 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...