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Title: Service quality : customers' expectations and perceptions - a case study of Prego.
Authors: Yeo, Irene.
Keywords: DRNTU::Business::Marketing::Customer services
Issue Date: 1999
Abstract: This research is based on Prego -- a restaurant under the management of the Westin Stamford and Westin Plaza. In this study, 212 diners were asked about their expectations of Prego and their perceived performance of it after the meal. This was carried out in the form of a questionnaire survey. The respondents were also asked to allocate scores to a set of given service quality dimensions -- tangibles, reliability, responsiveness, assurance, empathy and communication.
Rights: Nanyang Technological University
Fulltext Permission: restricted
Fulltext Availability: With Fulltext
Appears in Collections:NBS Student Reports (FYP/IA/PA/PI)

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