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.
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?
To answer this question it was necessary to: 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, where 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 in 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. A number of relationships were established, including correlations between: These findings will allow managers of hotels to make better decisions in terms of resources.
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ASSESSMENT OF GUEST SATISFACTION OF SERVICE QUALITY OF THE HOTEL By Seonhwa Yun A Research Paper This study was to assess guests’ satisfaction of service quality of hotel. This study improve service quality through the perception of hotel guests who stay at the hotel and. Guest Quality Satisfaction Service.
Satisfaction towards service quality of front office staff at the hotel, by Ms. Alin Sriyam as partial fulfillment of the requirements for the Master of Arts degree in Business English for International Communication of Srinakharinwirot University.
Master Graduation Thesis By: Le Na Student Id. number: Academic year: / ii ABSTRACT This study attempts to identify the quality attributes of the hotel services. To measure service quality and customer satisfaction in the hotel industry, there are some models. Affect of gender on service quality perception in hotel. Carev, Danijel, "Guest satisfaction and guest loyalty study for hotel Industry" (). Thesis. Rochester Institute of Technology. Accessed from. widely-held belief, provided the hotel offers quality service to gain guest satisfaction and, in return guest loyalty.
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