Show simple item record Denny-McKinstry, Joanne en_US 2007-05-15T15:25:21Z 2007-05-15T15:25:21Z 1997-07-01T00:00:00Z en_US
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
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dc.language en en_US
dc.language.iso en_US
dc.rights info:eu-repo/semantics/openAccess
dc.title Measuring service quality in Canadian Forces dining rooms, use of the servqual instrument en_US
dc.type info:eu-repo/semantics/masterThesis Human Nutritional Sciences en_US Master of Science (M.Sc.) en_US

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