Since the early s there has been a growing interest globally in service quality, driven by the supposition that high service quality will lead to more satisfied customers. Satisfied customers will remain loyal and spread positive word-of-mouth advertising, and therefore improving service quality is linked to competitive advantage. In Australia the recognition that the service industry is a significant economic driver has resulted in an increasing interest in service quality.
Sydney, as the most popular tourist destination in Australia, has a large number of hotels that represent a critical component of the local service industry. To respond to the rising attention to impacts of service quality on the hospitality industry this thesis explores service quality within the hotel sector of Sydney, Australia.
The research presents and discusses a comprehensive analysis of the expectations and perceptions of key actors, the customers, managers and employees of hotels, along with a service performance analysis, using both qualitative and quantitative data collection. Despite the fact that the concept of service quality in tourism and hospitality has been researched for over two decades, limited understanding exists of the hotel sector of Sydney, Australia.
Thus the primary focus of this research is to analyse the needs, expectations and perceptions of three-, four- and five-star hotel customers in Sydney, Australia. This research, which seeks to address the gaps within the tourism and hospitality literature surrounding service quality in Sydney hotels, is guided by two main research questions: First, what are the main factors that customers consider to be important in the evaluation of service quality in three-, four- and five-star hotels?
To answer this question it was necessary to: Second, how well are these hotels delivering the required levels of satisfaction to their customers? In order to address the research questions outlined above, a mixed methodology grounded in the pragmatic paradigm was adopted.
The pragmatic paradigm allows for mixed methods research and was chosen because it reflects the exploratory nature of the research to be undertaken through multiple methods. The methodological approach in this thesis was undertaken in four phases: Therefore, if you are concerned and ask- Who will do it without copy pasting anything and write me an essay within the deadline?
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ASSESSMENT OF GUEST SATISFACTION OF SERVICE QUALITY OF THE HOTEL By Seonhwa Yun A Research Paper This study was to assess guests’ satisfaction of service quality of hotel. This study improve service quality through the perception of hotel guests who stay at the hotel and. Guest Quality Satisfaction Service.
Satisfaction towards service quality of front office staff at the hotel, by Ms. Alin Sriyam as partial fulfillment of the requirements for the Master of Arts degree in Business English for International Communication of Srinakharinwirot University.
Master Graduation Thesis By: Le Na Student Id. number: Academic year: / ii ABSTRACT This study attempts to identify the quality attributes of the hotel services. To measure service quality and customer satisfaction in the hotel industry, there are some models. Affect of gender on service quality perception in hotel. Carev, Danijel, "Guest satisfaction and guest loyalty study for hotel Industry" (). Thesis. Rochester Institute of Technology. Accessed from. widely-held belief, provided the hotel offers quality service to gain guest satisfaction and, in return guest loyalty.
Bachelor‟s Thesis ABSTRACT Ekaterina Makeeva Service Quality and Customer Satisfaction, 37 pages, 2 appendices Customers‟ satisfaction is critical for a hotel‟s success. Service quality and customer satisfaction in fact have a cycle-system since service quality proportionally affects customers‟ satisfaction. On the other. A review of studies on luxury hotels over the past two decades Yin Chu Iowa State University This Thesis is brought to you for free and open access by the Iowa State University Capstones, Theses and Dissertations at Iowa State University Digital Studies on luxury hotel in the category of Service Quality .. 41 Table 8.