Please use this identifier to cite or link to this item: 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

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