Measuring service quality performance in the hospitality industry.
Tan, Maurice Mak Koon.
Date of Issue2000
College of Business (Nanyang Business School)
This research is to measure the quality of service for hotels in Singapore. The instrument used is the SERVQUAL model advocated by Zeithamal et. al. (1986). This SERVQUAL model has been widely tested in service performance measurement in many industries.
DRNTU::Business::Industries and labor
Nanyang Technological University