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dc.contributor.author Denny-McKinstry, Joanne en_US
dc.date.accessioned 2007-05-15T15:25:21Z
dc.date.available 2007-05-15T15:25:21Z
dc.date.issued 1997-07-01T00:00:00Z en_US
dc.identifier.uri http://hdl.handle.net/1993/992
dc.description.abstract The mandate of the Canadian Forces (CF) Food Services system is to provide quality service in an innovative, customer-focused and cost-effective manner. Measurable performance indicators are required to ensure that the food services provider is not only providing customer service, but customer satisfaction with the quality of that service. The main objective of this study was to determine whether a generic instrument, SERVQUAL, designed to evaluate a customer's zone of tolerance of service quality, could be used to accurately measure diner expectations and perceptions of service quality in CF dining rooms. SERVQUAL, in its current generic form, does not accurately measure service quality in CF Food Services. Despite its high internal reliability, the ability of SERVQUAL to measure food services is highly questionable. SERVQUAL requires modifications to incorporate the full range of dimensions within food services, such as food quality and value. (Abstract shortened by UMI.) en_US
dc.format.extent 14499345 bytes
dc.format.extent 184 bytes
dc.format.mimetype application/pdf
dc.format.mimetype text/plain
dc.language en en_US
dc.language.iso en_US
dc.title Measuring service quality in Canadian Forces dining rooms, use of the servqual instrument en_US
dc.degree.discipline Human Nutritional Sciences en_US
dc.degree.level Master of Science (M.Sc.) en_US


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