Question: Ramanathan, R., Yun, D., & Ramanathan, U. (2016). Moderating roles of customer characteristics on the link between service factors and satisfaction in a buffet restaurant.

Ramanathan, R., Yun, D., & Ramanathan, U. (2016). Moderating roles of customer characteristics on the link between service factors and satisfaction in a buffet restaurant. Benchmarking, 23(2), 469-486. https://www.emerald.com/insight/content/doi/10.1108/BIJ-01-2015-0012/full/html

regory, J. L. (2019). Applying SERVQUAL: Using service quality perceptions to improve student satisfaction and program image. Journal of Applied Research in Higher Education, 11(4), 788-799 http://dx.doi.org/10.1108/JARHE-12-2018-0268

Answer the following questions:

How is perception described by the authors of each study?
What is the meaning of Servqual?
What is the justification for researching perception in each study? That is, what gaps in knowledge do the authors feel is lacking?
How did Gregory (2019) and Ramanathan & Ramanathan (2016) apply the concept of SERVQUAL in their research? To answer this you might discuss how service quality was measured ?

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