Award Date
1-2008
Degree Type
Professional Paper
Degree Name
Master of Hospitality Administration
Department
Hotel Administration
First Committee Member
Gail Sammons, Chair
Number of Pages
37
Abstract
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.
Keywords
Consumer satisfaction; Customer services; Restaurants; Singapore
Disciplines
Food and Beverage Management | Hospitality Administration and Management | Marketing
File Format
Degree Grantor
University of Nevada, Las Vegas
Language
English
Repository Citation
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.
http://dx.doi.org/10.34917/1910687
Rights
IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/
Comments
UNLV Singapore Campus