Customer satisfaction : a SERVQUAL study on QB House hair salons.

• Main Authors: Seet, Karen., Tan, Serene., Chia, Gavin Wei Quan.
• Other Authors: Hooi, Den Huan
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Industries and labor
• Online Access: http://hdl.handle.net/10356/9848
• Institution: Nanyang Technological University

The purpose of this research is to explore the differences between consumer expectations of the QB House concept and their perceptions of the actual service. It attempts to identify and give explanations to the areas in which customers expectations have not been met. At the same time, it aims to bet...