| 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. |
| Language: | English |
| 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. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b18969070.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 3.12 MB | Adobe PDF | View/Open |
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