Abstract
A 3-star and 4-star rated hotel, what do they mean? Are there significant perceived differences between the ratings? This research work investigates on what customers think of the quality of service of 3-Star and 4-Star hotel using SERVQUAL measures. In spite of the criticality of service quality, there are still misunderstanding about the perception of quality of service between the hotel and their customer, where research has shown that many service organizations develop their own perception of customer needs. The respondents for this study were the customers of the 3 and 4 stars hotels. Data were collected through a self-administered survey SERVQUAL questionnaire distributed to the respondents based on convenient random sampling method. Data were then analyzed statistically using the linear regression and independent t-Test from the SPSS package to determine how service quality is related to hotel guest’s satisfaction, and the differences between 3-Star and 4-Star hotel respectively. Practical business strategy implications of this study are highlighted.
Highlights
Quality is a perceptual, conditional and somewhat subjective attribute of a product or service
This research work uses SERVQUAL tool to determine whether service quality provided to 3-star and 4-star hotels guest is significantly related to guest’s satisfaction, whether the guest of a 3 star hotel and another guest from a 4-star hotel are respectively satisfied with their service quality provided to them at their respective hotel and whether this tool can be used to differentiate service quality factors between the 3-star and the 4-star hotel
H2: The guest of a 3 star hotel and another guest from a 4-star hotel are respectively satisfied with their service quality provided to them at their respective hotel
Summary
Conditional and somewhat subjective attribute of a product or service. A business will benefit most through focusing on the key processes that provide their customers with products and services. Customers on the other hand, may focus on the quality specification of a product or service, or compared it with those that are available in the marketplace. Good quality product or service enables an organization to attract and retain customers (Kim-Soon, 2012). Poor quality leads to dissatisfaction to customers Whether it is a big organization or a small one, producing products or services, it is quality that matters to the customers. Zeithaml et al (1996) and Parasuraman et al (1991) reported that service quality is a key driver that differentiate a performing organization. SERVQUAL tool has been used to diagnose the service quality factors that affect hotel customer satisfaction. This research work uses SERVQUAL tool to determine whether service quality provided to 3-star and 4-star hotels guest is significantly related to guest’s satisfaction, whether the guest of a 3 star hotel and another guest from a 4-star hotel are respectively satisfied with their service quality provided to them at their respective hotel and whether this tool can be used to differentiate service quality factors between the 3-star and the 4-star hotel
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