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https://www.um.edu.mt/library/oar/handle/123456789/6882
Title: | An exploratory study in the use of SERVPERF to measure B2B service quality in the Maltese hotel industry |
Authors: | Zarb, Nicholas |
Keywords: | Customer services -- Evaluation Business enterprises -- Computer networks Hospitality industry -- Malta -- Quality control |
Issue Date: | 2010 |
Publisher: | University of Malta. Junior College |
Citation: | Symposia Melitensia. 2010, Vol.6, p. 110-124 |
Abstract: | This paper focuses on the use of the SERVPERF instrument in order to measure service quality. The author visited one of Malta's major hotels . Three identical questionnaires were completed by the hotel's Purchasing Manager. An interview was also held. it seems likely that supplier 2 gives the best service. The results of the questionnaire are discussed in the light of customer-buyer relationships. This includes the use of power, competence and media richness. |
URI: | https://www.um.edu.mt/library/oar//handle/123456789/6882 |
ISSN: | 1812-7509 |
Appears in Collections: | SymMel, 2010, Volume 6 SymMel, 2010, Volume 6 |
Files in This Item:
File | Description | Size | Format | |
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An Exploratory Study in the use of SERVPERF.pdf | 16.13 MB | Adobe PDF | View/Open |
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