SERVQUAL and the Northern Ireland hotel sector: a comparative analysis ‐ part 1

Olive Gabbie (Olive Gabbie graduated this year from the School of Leisure and Tourism, University of Ulster with a First‐Class Honours Degree in Hotel and Tourism Management. At the time of going to press she has taken up a managerial development post with the Poco Rotane resort, Florida, USA)
Martin A. O’Neill (Member of Faculty at the School of Leisure and Tourism, University of Ulster)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 December 1996

Abstract

Forms the first part of a two‐part investigation, exploring the relationship between quality service and customer expectations in the Northern Ireland hotel industry. Notes that, in line with customers’ demands for higher and higher service quality, the Province’s tourism sector has recognized the need to raise its profile from the back‐seat position it has taken for some years. Details the Northern Ireland Tourism and Hospitality Training Council’s introduction, in conjunction with the Northern Ireland Quality Centre, of a total quality management programme, and reports the findings of a study, using the SERVQUAL instrument, carried out on two hotels within the Province, one of which has successfully implemented the new programme.

Keywords

Citation

Gabbie, O. and O’Neill, M. (1996), "SERVQUAL and the Northern Ireland hotel sector: a comparative analysis ‐ part 1", Managing Service Quality: An International Journal, Vol. 6 No. 6, pp. 25-32. https://doi.org/10.1108/09604529610149194

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Publisher

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MCB UP Ltd

Copyright © 1996, MCB UP Limited

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