Please use this identifier to cite or link to this item:
Title: Service quality : a case study on Jack's Place
Authors: Neo, Kai Xiang
Tee, Mei Shan
Wong, Joon Wye
Keywords: DRNTU::Business::Marketing::Customer services
Issue Date: 2009
Abstract: In the pursuit to augment Singapore’s appeal as the gastronomic destination of Asia Pacific, SPRING Singapore launched two other initiatives, the Food and Beverages (F&B) Capability Development Programme (CDP) and the Customer-Centric Initiative (CCI), in 2007, on top of the existing Excellent Service Award (EXSA). Such aggressive attempt to raise the bar of service standards in the F&B sector signifies the emphasis Singapore government places on service quality. Hence, it is of the team’s interest to present a study for F&B establishments’ reference, to achieve service excellence. Using DINESERV, a SERVQUAL equivalent for the F&B industry, this study investigated Jack’s Place’s service quality, a well-known local restaurant chain. Surveys and interviews with contact staff and management representatives of the restaurant chain were conducted to gain deeper insights into its business. These findings, together with the application of the Gaps Model of Service Quality, gave the team a good understanding of the causes of Jack’s Place’s service gaps and formed the basis for the team’s proposed recommendations to Jack’s Place.
Rights: Nanyang Technological University
Fulltext Permission: restricted
Fulltext Availability: With Fulltext
Appears in Collections:NBS Student Reports (FYP/IA/PA/PI)

Files in This Item:
File Description SizeFormat 
  Restricted Access
781.26 kBAdobe PDFView/Open

Page view(s)

checked on Sep 30, 2020


checked on Sep 30, 2020

Google ScholarTM


Items in DR-NTU are protected by copyright, with all rights reserved, unless otherwise indicated.