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Full-Text Articles in Food and Beverage Management
Service Dimensions Of Service Quality Impacting Customer Satisfaction Of Fine Dining Restaurants In Singapore, Ko King Lily Harr
Service Dimensions Of Service Quality Impacting Customer Satisfaction Of Fine Dining Restaurants In Singapore, Ko King Lily Harr
UNLV Theses, Dissertations, Professional Papers, and Capstones
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 …