Service quality : a case study on Jack's Place

In the pursuit to augment Singapore’s appeal as the gastronomic destination of Asia Pacific, SPRING Singapore launched two other initiatives, the Food and Beverages (F&B) Capability Development Programme (CDP) and the Customer-Centric Initiative (CCI), in 2007, on top of the existing Excellent Service Award (EXSA). Such aggressive attempt to raise the bar of service standards in the F&B sector signifies the emphasis Singapore government places on service quality. Hence, it is of the team’s interest to present a study for F&B establishments’ reference, to achieve service excellence. Using DINESERV, a SERVQUAL equivalent for the F&B industry, this study investigated Jack’s Place’s service quality, a well-known local restaurant chain. Surveys and interviews with contact staff and management representatives of the restaurant chain were conducted to gain deeper insights into its business. These findings, together with the application of the Gaps Model of Service Quality, gave the team a good understanding of the causes of Jack’s Place’s service gaps and formed the basis for the team’s proposed recommendations to Jack’s Place.BUSINES