An examination of customer expectations and perceptions of service quality in Hangzhou's hotels

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An examination of customer expectations and perceptions of service quality in Hangzhou's hotels

 

Author: Chen, Yao Bruce
Title: An examination of customer expectations and perceptions of service quality in Hangzhou's hotels
Degree: M.Sc.
Year: 2005
Subject: Hong Kong Polytechnic University -- Dissertations
Hotels -- China -- Hangzhou -- Quality control
Consumer satisfaction -- China -- Hangzhou
Department: School of Hotel and Tourism Management
Pages: 64 leaves : ill. ; 30 cm.
InnoPac Record: http://library.polyu.edu.hk/record=b1896907
URI: http://theses.lib.polyu.edu.hk/handle/200/5589
Abstract: The overall aim of this study was to explore customers' expectations and perceptions of service quality in Hangzhou's hotels. Data were collected at the Front Desk of 5 star-rated hotels. Customers who checked out during the survey period were asked to fill out a questionnaire. A total of 180 questionnaires were distributed, and 157 returned, giving a response rate of 87 percent. Overall, customers' perceptions of hotel service in Hangzhou were favorable. The results also indicated that customers had high expectations on responsiveness and assurance. Customers who are male and have higher income are particularly concerned about the service they receive. Based on these findings, mmanagerial implications and suggestions were provided.

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