Master of Hospitality Administration
First Committee Member
Gail Sammons, Chair
Number of Pages
This paper is an exploratory study of customer satisfaction of fine dining restaurants in Singapore. Since there is a causal relationship between customer satisfaction and service quality and services literature and studies have shown that service quality is an antecedent of customer satisfaction, this paper seeks to find out the service dimensions of service quality, which lead to higher levels of customer satisfaction. This study suggested that the service dimensions of assurance, empathy and tangibles are the most important to customers’ evaluation of service quality, and thus, may have a positive influence customer satisfaction. The service aspects of each of these dimensions were discussed and recommendations were made for restaurateurs to improve their service to ensure higher levels of customer satisfaction.
Consumer satisfaction; Customer services; Restaurants; Singapore
Food and Beverage Management | Hospitality Administration and Management | Marketing
Harr, Ko King Lily, "Service dimensions of service quality impacting customer satisfaction of fine dining restaurants in Singapore" (2008). UNLV Theses, Dissertations, Professional Papers, and Capstones. 686.