参考论文二：基于SERVQUAL模型的金陵鸭血粉丝连锁店服务质量研究 .doc

毕 业 论 文 学生姓名 学 号 院 (系) 文通学院 专 业 题 目 连锁店服务质量研究 指导教师 副教授/硕士 2009 年 5 月 摘要Abstract：Quality of service is a fundamental aspect on establishing image of fast food restaurants and improving the competitiveness of fast food restaurants. This thesis takes Chinese-style fast food restaurant jinling yaxue fensi shop for example. nalyzing the discrepancy between customers service quality expectation and service perception in jinling yaxue fensi shop and making a comparison between the value of customers service perception in jinling yaxue fensi shop and that of customers service p