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- Bu səhifədəki naviqasiya:
- Table 11: Differences between men and women expectations and perceptions Preferred by women Preferred more by men Hotel staying
- Sources of choice Internet search • Word of mouth Preferable offers
- Hotel services
- Hotel facilities
- Facilities in the bathroom
- Facilities for family
- Package for specific gender
- Factors should be improved
- Difference point of view of Asian and European guests
- Hotel service quality for the disable people
- REFERENCE
77 Table 11: Differences between men and women expectations and perceptions Preferred by women Preferred more by men Hotel staying purpose On vacation • Business trip • Temporary living place Hotel pattern Budget hotels/hostels • Four star hotels • Two star hotels Sources of choice Internet search • Word of mouth Preferable offers Deal for introducing others • Reduced services for a lower rate packages • Deal for frequent guest package Hotel services • Room services • Service completion • The atmosphere in the room • Discipline and the cleanness of hotel staff • One gift/ congratulation on your birthday/wedding anniversary • Alternative dietary meal • Tea/coffee maker in room • Plant/flower in room • Late check out • Quick check-in/ check-out procedure • New and modern facilities of the room • Wake up service Hotel facilities • Swimming pool • Beauty salon • Parking place • Gym • Casino • Restaurant & bar 78 Facilities in the bathroom • Comb • Big tower • Hair dryer • Body lotion • Suntan cream • Depilatory cream/wax • Toothpaste & toothbrush • Jacuzzi shower • Hand/ foot/body/face cream • Nail-scissor and nail-file • Big illuminated mirror • Radiant floor heating • Slipper • For women, intimate cleanser For men, razor and shaving cream Facilities for family • Free kid meal up to age 12 • Kitchenette • Microwave • Refrigerator • Bed for kid and doll • Laundry service Package for specific gender Package for women: • Room for only girls • Make-up kit • King-size bed • “Passport” to beauty salon/spa • shopping package Package for men: • Wine/champagne • King-size bed • “Passport” for goal/ dinning/ discotheque Factors should be improved • Speed of response to problems • Manager availability 79 • Expertise of service providers • More detailed information on service According to the research, women’s demands on service quality as well as hotel facilities are more than men’s. As a woman, she cares about service and facilities for the beauty, cooking and preserve food than the other gender does. However, the research also reported that men are less satisfied than women about the service quality provided now. That is the reason why they expect more services to be improved. It is surprising that men found the hotel through word of mouth more than women and women use internet for searching the hotel more than men. Catching those differences is a good way for hoteliers to discover the new packages which are more interesting for specific gender; therefore increase the customer satisfaction. Difference point of view of Asian and European guests Through the research, the big differences between customer expectations and perceptions of Asian and European guests are revealed clearly. In most of factors, Asian guests require and expect more than European ones. Asian guests also prefer to the services or facilities which is not common in the majority of the hotels. It is proved more clearly when at the end of the survey Asian guest suggests the improvement for almost indicators. It can be generalized that Asian feel less satisfied about the current hotel services provided compared to the European. Hotel service quality for the disable people This research also indicates the expectations of disable people on the service quality of the hotel industry. Until now, only minority of hotel pay attention on the service for disable people. For this reason, it is suggested that the hoteliers should make all the hotel services more convenient for the disable people so that they can use all the services provided by hotels such as grab bar in the bathroom and accessibility to the hotel and/or to the room. 80 REFERENCE: Catherine Cheung and Rob Law, “Hospitality service quality and the role of performance appraisal”, Managing Service Quality Volume 8 · Number 6 · 1998 · pp. 402–406 Juliet M. Getty and Robert L. Getty, “Lodging quality index (LQI): assessing customers’ perceptions of quality delivery”, International Journal of Contemporary Hospitality Management 15/2 [2003], pp. 92-104 Abraham Pizam and Taylor Ellis, “Customer satisfaction and its measurement in hospitality enterprises”, International Journal of Contemporary Hospitality Management 11/7 [1999] 326- 339 Jasmina Gržinić, “Concepts of service quality measurement in hotel industry”, Professional paper, July 2007, pp. 81-97 A.Parasuraman, Valarie A. Zeithaml and Leonard L. Berry, “Servqual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, volume 64, number 1, spring 1988 Arash Shahin, “SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services” Anna S. Mattila, Alicia A. Grandey and Glenda M. Fisk, “The Interplay of Gender and Affective Tone in Service Encounter Satisfaction”, Journal of Service Research, Volume 6, No. 2, November 2003 136-143 M. Sheela, “Economics of Hotel Management”, New Age International Publisher, 2007 Timothy L. G. Lockyer, “The International Hotel Industry: Sustainable Management”, Routledge, Business & Economics, 2007 William F. Theobald, “Global tourism”, Butterworth-Heinemann, Business & Economics, 2005 Edward James, “A History of the Hotel Industry”, Associatedcontent, October 10 th 2008 Jacques Levy-Bonvin, “Hotels | A Brief History”, Hospitality net, December 15, 2003 HNN Newswire, “STR Global: MEA results for June 2010”, 22 July 2010 Yüklə 6,04 Kb. Dostları ilə paylaş:
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