Empirical assessment and application of SERVQUAL in Holland Village full service restaurants.
Lim, Ee Tin.
Tan, Joey Jing Jie.
Date of Issue2004
College of Business (Nanyang Business School)
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.
Final Year Project (FYP)
Nanyang Technological University