Open question: How do I analyze the work rivers and the service of a Diensterbringers?

I was asked, on a field journey to go to the consequence have to visit a Diensterbringer (small, health care, Restaurant to experience and examine etc.) for the details of their enterprise in relation to service quality management. The SERVQUAL estimate, which is found, can be useful you when analyzing Work rivers and experience you find. I am konfus up, which work rivers are and which should be done, in order to analyze them