Customer Perceptions of Service Quality: A Case Study on St. George Brewery Factory

No Thumbnail Available



Journal Title

Journal ISSN

Volume Title




Competitiveness and search for profits have called more attention towards customers' satisfaction and increased researchers' interest on the topic of service quality. In this context this study applies SERVQUAL for assessing service quality in St. George brewery's service . The main objective is to assess quality service dimensions that are delivered through the perspectives of customers'. The studied company manufactures and sell s different types of beers and draft beer. A questionnaire was developed based on the service quality dimensions and distributed to customers and mangers of the brewery factory for gathering data. The results of this study indicate the quality dimensions and attributes that call managerial attention. Assurance and responsiveness are found most relevant for mangers and customers respectively improvement on some of the quality dimensions were given. The paper also indicated that there are different perspective among managers and customers .



Customer Perceptions, Service Quality