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Please use this identifier to cite or link to this item: http://dspace.bu.ac.th/jspui/handle/123456789/535

Title: Customer perceptions towards the service quality : a case study of Oishi express buffet restaurant, Rattanathibet branch
Authors: Arisa Tiyasuwan
Keywords: Customer service
Service quality
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 dimensions.
Description: Independent study (MBA)-Graduate School, Bangkok University, 2009
Subjects: Buffets (Cooking)--Thailand--Nonthaburi--Case studies
Restaurants--Customer services--Case studies
Restaurants--Thailand--Nonthaburi--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
URI: http://dspace2.bu.ac.th/jspui/handle/123456789/535
Appears in Collections:Independent Studies - Master
Independent Studies

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