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Title: Service quality of hotels in Singapore
Authors: Koh, Wee Kwang.
Tay, Ai Li.
Khoo, Agnes Gek Lin.
Keywords: DRNTU::Business::Marketing::Customer services
Issue Date: 1999
Abstract: 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.
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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