Analysing service quality in the hospitality industry
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 April 1999
Abstract
Examines the dimensions of service quality in the hospitality industry by extending the SERVQUAL scale to include eight new items that specifically pertain to the hospitality industry, subsequently referred to as HOLSERV. A total of 1,000 questionnaires were distributed at five mid‐luxury hotels in Australia during July to October 1998 and a response rate of 15.5 per cent achieved. Key findings of the study are that service quality is represented by three dimensions in the hospitality industry, relating to employees (behaviour and appearance), tangibles and reliability, and the best predictor of overall service quality is the dimensions referred to as “employees”. The findings also show that the one‐column format questionnaire provides a valid and reliable, but much shorter, survey. The major implication for managers is that improvements in the behaviour and appearance of their employees is most likely to enhance consumer perceptions of service quality.
Keywords
Citation
Wong Ooi Mei, A., Dean, A.M. and White, C.J. (1999), "Analysing service quality in the hospitality industry", Managing Service Quality: An International Journal, Vol. 9 No. 2, pp. 136-143. https://doi.org/10.1108/09604529910257920
Publisher
:MCB UP Ltd
Copyright © 1999, MCB UP Limited