Service quality of hotels in Singapore
Koh, Wee Kwang.
Tay, Ai Li.
Khoo, Agnes Gek Lin.
Date of Issue1999
College of Business (Nanyang Business School)
The research team was interested in testing the applicability of the SERVQUAL model in the Singapore hotel industry and whether the four service attributes (Reliability, Responsiveness, Empathy & Assurance) were important factors contributing to excellent service quality. Asians and Caucasians are two groups with relatively opposite culture characteristics. The research team was interested in examining if there was a difference in how these two groups perceive service quality of Singapore hotels.
Final Year Project (FYP)
Nanyang Technological University