Hotel service quality thesis

Hotel service quality thesis

This thesis has 7 chapters and 2 appendices. The context of the thesis includes knowledge of service quality meaning and customer satisfaction as well as presentation of Restel hotels, partner of the study, and research results. In chapter 1 is explained the purpose of the research and its necessity. Chapter 2 customers, service quality is the fundamental factor to measure customers satisfaction at the Mercure Hotel Pattaya. The objectives of the study are (1) to assess customers expectation and perception level towards service quality of front office staff at the hotel, and (2) toFile Size: KB hotel, and conversely, whether low quality service leads to low satisfaction, discouraging guests from returning. This assumption is a widely-held belief, provided the hotel offers quality service to gain guest satisfaction and, in return guest loyalty. Due to increasing global market competition, many hotel

Since the early s there has been a growing interest globally in service quality, driven by the supposition that high service quality will lead to more satisfied customers, hotel service quality thesis. Satisfied customers will remain loyal and spread positive word-of-mouth advertising, and therefore improving service quality is linked to competitive advantage.

In Australia the recognition that the service industry is a significant economic driver has resulted in an increasing interest in service quality. Sydney, as the most popular tourist destination in Australia, has a large number of hotels that represent a critical component of the local service industry. To respond to the rising attention to impacts of service quality on the hospitality industry this thesis explores service quality within the hotel sector of Sydney, Australia.

The research presents and discusses a comprehensive analysis of the expectations and perceptions of key actors, the customers, managers and employees of hotels, along with a service performance analysis, using both qualitative and quantitative data collection.

Despite the fact that the concept of service quality in tourism and hospitality has been researched for over two decades, limited understanding exists of the hotel sector of Sydney, Australia, hotel service quality thesis. Thus the primary focus of this research is to analyse the needs, expectations and perceptions of three- four- and five-star hotel customers in Sydney, Australia.

This research, which seeks to address the gaps within the tourism and hospitality literature surrounding service quality in Sydney hotels, is guided by two main research questions: First, what are the main factors that customers consider to be important in the evaluation of service quality in three- four- and five-star hotels?

Second, how well are these hotels delivering the required levels of satisfaction to their customers? In order to address the research questions outlined above, a mixed methodology grounded in the pragmatic paradigm was adopted. The pragmatic paradigm allows for mixed methods research and was chosen because it reflects the exploratory nature of the research to be undertaken through multiple methods.

The methodological approach in this thesis was undertaken in four phases: Phase 1, the qualitative phase, where individual interviews and fieldwork provided the groundwork for questionnaire development; Phase 2, the quantitative phase, hotel service quality thesis the questionnaire was developed and extensively tested; Phase 3, the continuation of the quantitative phase, which included employment of the highly structured questionnaire; and Phase 4, the final phase, using the triangulation technique to combine and explain the data collected.

The results of this research revealed that respondents hold numerous and differing views about the notion of service quality. In general, respondents provided an overview of the attributes customers use in choosing between three- four- and five-star hotel accommodation in Sydney, which both confirmed and added to previous research.

The SERVQUAL framework proved to be useful in measuring service quality hotel service quality thesis three- four- and five-star hotels in Sydney; measures needed, however, considerable refinement in terms of context to be useful to hotel managers in Sydney.

These findings will allow managers of hotels to make better decisions in terms of resources. Additionally, a number of areas were identified as needing modification to improve service quality in three- four- and five-star hotel accommodation in Sydney.

These include paying greater attention to employee and customer contact, and making modifications in the broad area of human resources. Overall this thesis adds to the body of literature concerning service quality, with a specific emphasis on Sydney, Australia. This thesis provides a better understanding of those aspects of service that are considered by hotel service quality thesis to be important in their overall experience, hotel service quality thesis, and makes suggestions about the hotel service quality thesis that can be made to improve customer experience, hotel service quality thesis.

Further, the identification of impediments to service quality delivery highlights the problems for staff and managers in delivering what the hotel promises. This information can then be used to inform management of the changes that can be made to achieve better performance. Skip to main content. You are here Home » Islandora Repository » Western Sydney University Thesis Collection.

Service quality in Sydney hotels : a perspective from managers, staff and customers. Search for this publication on Google Scholar. Presbury, R. Download PDF. Abstract Since the early s there has been a growing interest globally in service quality, driven by the supposition that high service quality will lead to more satisfied customers, hotel service quality thesis.

Hotel service quality thesis South Wales Publication Type thesis Thesis Note Doctor of Philosophy PhD, hotel service quality thesis.

Lecture 10: Customer satisfaction and service quality

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hotel, and conversely, whether low quality service leads to low satisfaction, discouraging guests from returning. This assumption is a widely-held belief, provided the hotel offers quality service to gain guest satisfaction and, in return guest loyalty. Due to increasing global market competition, many hotel To respond to the rising attention to impacts of service quality on the hospitality industry this thesis explores service quality within the hotel sector of Sydney, Australia. The research presents and discusses a comprehensive analysis of the expectations and perceptions of key actors, the customers, managers and employees of hotels, along Cited by: 1 Lake Kivu Serena Hotel Abstract The purpose of this thesis was to investigate how customer satisfaction enhances customer loyalty in hotels. Specifically, the thesis used Lake Kivu Serena Hotel as a case study. Cus-tomer retention is achieved by involving customers in improving the quality of services offered by a hotel