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|Title: ||Customer perceptions towards the service quality : a case study of Oishi express buffet restaurant, Rattanathibet branch|
|Authors: ||Arisa Tiyasuwan|
|Keywords: ||Customer service|
OISHI express buffet restaurant
|Issue Date: ||2009|
|Publisher: ||Bangkok University|
|Abstract: ||This independent study aims to investigate the customer perceptions towards
the service quality of Oishi Express buffet restaurant by conducting a gap analysis to
access the gap between customer expectations and perceptions.
The survey research via questionnaire was used to collect the primary data.
The target population of this research was customers who prior experience with Oishi
Express Buffet Restaurant, Rattanathibet branch that was the location for studying in
this research and the sample size for this study is 278.
In this research, the five SERVQUAL dimensions – reliability, assurance,
tangible, empathy, and responsiveness were used to measure customer expectations
and perceptions on the service quality of the restaurant. From this study, the
restaurant’s service performance failed to meet customer expectations in all five
|Description: ||Independent study (MBA)-Graduate School, Bangkok University, 2009|
|Subjects: ||Buffets (Cooking)--Thailand--Nonthaburi--Case studies|
Restaurants--Customer services--Case studies
Customer service--Thailand--Nonthaburi--Case studies
Consumer behavior--Thailand--Nonthaburi--Case studies
Hospitality industry--Thailand--Nonthaburi--Case studies
|Advisor(s): ||James, Paul TJ|
|Appears in Collections:||Independent Studies - Master|
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