Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor | School of Hotel and Tourism Management | en_US |
| dc.creator | Chen, Yao Bruce | - |
| dc.identifier.uri | https://theses.lib.polyu.edu.hk/handle/200/5589 | - |
| dc.language | English | en_US |
| dc.publisher | Hong Kong Polytechnic University | - |
| dc.rights | All rights reserved | en_US |
| dc.title | An examination of customer expectations and perceptions of service quality in Hangzhou's hotels | en_US |
| dcterms.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. | en_US |
| dcterms.extent | 64 leaves : ill. ; 30 cm. | en_US |
| dcterms.isPartOf | PolyU Electronic Theses | en_US |
| dcterms.issued | 2005 | en_US |
| dcterms.educationalLevel | All Master | en_US |
| dcterms.educationalLevel | M.Sc. | en_US |
| dcterms.LCSH | Hong Kong Polytechnic University -- Dissertations | en_US |
| dcterms.LCSH | Hotels -- China -- Hangzhou -- Quality control | en_US |
| dcterms.LCSH | Consumer satisfaction -- China -- Hangzhou | en_US |
| dcterms.accessRights | restricted access | en_US |
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 |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/5589