Author: Li, Zhiping
Title: Assessing service quality of economy hotels (Jinjiang Inn) in China
Degree: M.Sc.
Year: 2003
Subject: Hotels -- China -- Evaluation -- Case studies
Hotels -- China -- Prices
Hong Kong Polytechnic University -- Dissertations
Department: School of Hotel and Tourism Management
Pages: x, 87 leaves : ill. ; 30 cm
Language: English
Abstract: Delivering quality service will be one of the major challenges facing hospitality managers in the new millennium. It will be an essential condition for success in the emerging, keenly competitive, global hospitality markets. While the future importance of delivering quality hospitality service is easy to discern and to agree on, measuring so presents some difficult and intriguing management issues. The purpose of this study was to assess the expectations and perceptions of service quality in China's economy-hotel, from the perspective of customers. A questionnaire was used to survey a sample of 350 customers who stayed at Jinjiang Inn. A descriptive statistics analysis was used (paired t test) to evaluate the service quality of Jinjiang Inn from customers' perspective, and to investigate the service quality gap (5): the gap between customer's expectation and their actual perceptions, further, a multivariate approach was employed (factor analysis and cross tabulation) to identify the underlying dimensions of perceived service quality, the most important determinant dimensions for the overall evaluation of service quality, and choice intention in economy-hotel-Jinjiang Inn in China. The result of service quality GAP (gap5) study showed that customer's perception of service quality in Jinjiang Inn was consistently lower than their expectations. Nevertheless customers are still satisfied despite the fact that the service experience did not fulfill their initial expectations. From the result of factor analysis, five dimensions of perceived service quality in Jinjiang Inn--economy-hotel were identified: "reliability", "personalization service" "tangible", "capability of staff", "value of product and courtesy". And it was found that 'reliability' was the greatest influence on customer's overall evaluation of service quality in economy-hotel -Jinjiang.
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