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- Bu səhifədəki naviqasiya:
- REL4 Provides services at the time it promises to do so SERVQUAL Reliability RES1
- ASS1 Instills confidence in guests SERVQUAL Assurance ASS2 Guests feel safe in the delivery of services SERVQUAL Assurance ASS3
- EMP1 Gives individual attention SERVQUAL Empathy EMP2 Deals with guests in a caring fashion SERVQUAL Empathy EMP3
- TAN2 Facilities are visually appealing Customized Tangibles TAN3 Neat and professional employees SERVQUAL Tangibles TAN4
- TAN5 Fixture and fittings are comfortable New Tangibles TAN6 Equipment and facilities are easy to use New Tangibles TAN7
- Appendix 3: Lodging quality index 26-items Dimension Scale item Tangibility
85 P7. XYZ is dependable. P8. XYZ provides its services at the time it promises to do so. P9. XYZ keeps its records accurately. P10. XYZ does not tell customers exactly when services will be performed. (-) P11. You do not receive prompt service from XYZ's employees. (-) P12. Employees of XYZ are not always willing to help customers. (-) P13. Employees of XYZ are too busy to respond to customer requests promptly. (-) P14. You can trust employees of XYZ. P15. You feel safe in your transactions with XYZ's employees. P16. Employees of XYZ arc polite. P17. Employees get adequate support from XYZ to do their jobs well. P18. XYZ does not give you individual attention. (-) P19. Employees of XYZ do not give you personal attention. (-) P20. Employees of XYZ do not know what your needs are. (-) P21. XYZ does not have your best interests at heart. (-) P22. XYZ does not have operating hours convenient to all their customers. (-) For each item, the scale was pointed from “strongly agree” (7) to “strongly disagree” (1) 86 Appendix 2: Modifications of the SERVQUAL scale NUMBER BASIC WORDING ORIGION GROUP REL1 Promises to provide a service and does so SERVQUAL Reliability REL2 Shows dependability in handling service problems SERVQUAL Reliability REL3 Performs the service right the first time SERVQUAL Reliability REL4 Provides services at the time it promises to do so SERVQUAL Reliability RES1 Tells guests exactly when the services will be performed SERVQUAL Responsiveness RES2 Gives prompt service SERVQUAL Responsiveness RES3 Always willing to help SERVQUAL Responsiveness RES4 Never too busy to respond to guests’ requests SERVQUAL Responsiveness ASS1 Instills confidence in guests SERVQUAL Assurance ASS2 Guests feel safe in the delivery of services SERVQUAL Assurance ASS3 Guests feel safe and secure in their stay New Assurance ASS4 Polite and courteous employees SERVQUAL Assurance ASS5 Have the knowledge to answer questions SERVQUAL Assurance ASS6 Have the skill to perform the service New Assurance EMP1 Gives individual attention SERVQUAL Empathy EMP2 Deals with guests in a caring fashion SERVQUAL Empathy EMP3 Has guests’ best interests at heart SERVQUAL Empathy EMP4 Understands guests’ specific needs SERVQUAL Empathy TAN1 Equipment, fixtures and fittings are modern looking SERVQUAL Tangibles TAN2 Facilities are visually appealing Customized Tangibles TAN3 Neat and professional employees SERVQUAL Tangibles TAN4 Materials are visually appealing SERVQUAL Tangibles 87 TAN5 Fixture and fittings are comfortable New Tangibles TAN6 Equipment and facilities are easy to use New Tangibles TAN7 Equipment and facilities are generally clean New Tangibles TAN8 Variety of food and beverages meet guests’ needs New Tangibles TAN9 Services are operated at a convenient time SERVQUAL Tangibles Source: Research And Concepts Analysing Service Quality In The Hospitality Industry; Amy Wong Ooi Mei, Alison M.Dean and Christopher J. White 88 Appendix 3: Lodging quality index 26-items Dimension Scale item Tangibility The front desk was visually appealing The employees had clean, neat uniforms The restaurant’s atmosphere was inviting The shops were pleasant and attractive The outdoor surroundings were visually attractive The hotel was bright and well lighted The hotel’s interior and exterior were well maintained The hotel was clean Reliability My reservation was handled efficiently My guest room was ready as promised TV, radio, A/C, lights, and other mechanical equipment worked properly I got what I paid for Responsiveness Employees responded promptly to my requests Informative literature about the hotel was provided Employees were willing to answer my questions Employees responded quickly to solve my problems Room service was prompt Confidence Employees knew about local places of interest Employees treated me with respect Employees were polite when answering my questions The hotel provided a safe environment The facilities were conveniently located Communication Charges on my account were clearly explained I received undivided attention at the front desk Reservationists tried to find out my particular needs Employees anticipated my needs 89 Appendix 4: Original 63-item scale (items in italics were eventually removed to produce final LODGING QUALITY INDEX) Dimension Scale item Tangibility Check-out procedures were easy to understand The guestroom was quiet The front desk was visually appealing The employees had clean, neat uniforms The guestrooms were comfortable and inviting The guestroom furnishings met my needs The TV, radio, telephone, A/ C, lights, and other mechanical equipment were modern and clean Room service offered a good variety of menu items Room service served food at a satisfactory temperature The restaurant’s atmosphere was inviting The food was good The shops were pleasant and attractive The facilities (health club, pool, meeting rooms, banquet halls, etc .) were clean and inviting The outdoor surroundings were visually attractive The hotel was bright and well lighted Furnishings throughout the hotel were appealing The hotel’s interior and exterior were well maintained The hotel was clean Reliability Room service was consistent Employees were able to accurately answer my questions My reservation was handled efficiently My guestroom was ready as promised I received the type of room requested Enough towels, soap, etc ., were found in m y room Wake -u p calls were received as promised 90 I received my messages TV, radio, A/C, lights, and other mechanical equipment worked properly Charges at check out were accurate Restaurant orders were filled correctly Meeting arrangements were carried out as planned The employees did what they said they would do Credibility I got what I paid for Managers were frequently seen throughout the hotel The hotel had a good reputation Responsiveness Restaurant service was prompt Employees responded promptly to my requests Informative literature about the hotel was provided Employees were willing to answer my questions Employees responded quickly to solve my problems Room service was prompt Check-in and check-out procedures were fast and efficient Competence Employees were knowledgeable about available services Reservationists offered available options Employees were knowledgeable about the mechanical equipment Employees knew about local places of interest Courtesy Employees were consistently courteous Employees treated me with respect Employees were polite when answering my question Security The hotel provided a safe environment Employees at the front desk protected my privacy Safe storage of my belongings was available Access The restaurant was open at convenient hours Room service was available at convenient hours My room was conveniently located Parking arrangements were convenient 91 The facilities (health club, meeting rooms , banquet halls, etc.) were conveniently located A manager was available if I had a problem Communication Charges on my account were clearly explained I received undivided attention at the front desk Employees at this hotel listened to me Understanding Reservationists tried to find out my particular needs Employees anticipated my needs Employees made every effort to fulfill my requests 92 Appendix 5: Questionnaire This survey is part of the research for master thesis on the Service quality and customer satisfaction in the hotel industry. Through this survey I wish to analyze these determinants from a customer’s perspective and expectation. The survey is anonymous and all the information provided will be kept confidential and will not be shared with any other party in any case. I greatly appreciated your help for completing the survey! 1. On which occasions do you need to stay in a hotel? On a vacation On a business trip In daily life For temporary living place Other (please specify): 2. Which type of hotels do you most likely stay in? Five star hotels Four star hotels Three star hotels Two star hotels One star hotels Budget hotels/hostels 3. Which sources help you choose a hotel?(please choose all that apply) 93 Internet search Word of mouth Television Newspapers/magazines Travel agencies Radio Other (please specify): 4. Which factors do you need to consider when you choose a hotel? Very important Somewhat important Neutral Somewhat unimportant Very unimportant - Price - Position - Concrete evidences (customer reviews/testimonials, certificates …) - Hotel Rating System in websites 5. Choose top 3 offers of your interest Discounted prices 94 Hotel staying package Bring a friend for free Deal for frequent guests Deal for introducing others Reduced services for a lower rate 6. Please rate the following hotel service by its importance Very important Somewhat important Neutral Somewhat unimportant Very unimportant - Room services - Service completion - Friendly staff - A friendly welcome on arrival - A quick check- in/ out procedure - The atmosphere in your room - New and modern facilities of the room - Discipline and the 95 cleanness of hotel staff - Quality of service, food& beverage in restaurant/ bar 7. Which other properties in a hotel are you also interested in? (Please check all that apply) Tour guide Restaurant & bar Casino Spa/health center Beauty salon Gym Swimming pool Souvenir shop Money exchange Parking place Car renting Others (please specify) 8. Which additional services do you expect from a hotel? Very Somewhat Neutral Somewhat Very 96 expected expected unexpected unexpected - One gift/ congratulation on your birthday/wedding anniversary - Different rooms for different styles - Alternative dietary meal - Tea/coffee maker in room - Plant/flower in room - Wake up service - Breakfast in bed - Late check out 9. Which facilities do you need in the bathroom of a hotel? Shampoo and conditioner for different types of hair Toothpaste and tooth brush Depilatory cream/wax Suntan cream Body lotion Mouthwash 97 Hair dryer Big tower Comb Music Other (please specify): 10. Refer to bathroom amenities; do you think if it is necessary? Very necessary Somewhat necessary Neutral Somewhat unnecessary Very unnecessary - Jacuzzi shower inside the room - Hand/ foot/body/face cream - Nail-scissor and nail- file - Tower warming drawer - Big illuminated mirror - Radiant floor heating - Bath pillow - Slipper 98 - For women, intimate cleanser - For men, razor and shaving cream 11. When you travel with your family, you prefer (please check all that apply): Bed for kid and doll Game website for kids Free kid meal up to age 12 Baby- sitting service Laundry service Kitchenette Microwave Refrigerator Iron One “passport” to the dinning for all family One “passport” to spa for all family Other (please specify): 12. Do you prefer a separate package for your gender? (In case it is not in your interest please move to question 15) 99 A separate package for women A separate package for men 13. According to you, a package for women should include: (please check all that apply) (This question is only for female customers) Room only for girls Activity only for girls One-in room movie with pop-corn Wine and chocolate-covered strawberries or other flavor Make-up kit King-size bed One “passport” to the goal/ dinning/ discotheque One “passport” to beauty salon/spa Shopping package: map of shopping center, taxi voucher, eco-friendly shopping bags Other (please specify): 14. According to you, a package for men should include: (please check all that apply) (This question is only for male customers) Room only for men Activity only for men One-in room movie with pop-corn 100 Wine/ champagne King-size bed One “passport” to the goal/ dinning/ discotheque One “passport” to spa Other (please specify): 15. Which kinds of issues that have you encountered in terms of hotel services? (please check all that apply) (If you have never encountered any problems related to hotel services before, please go to the question 18) Emotional expression of hotel employees Responsiveness of hotel employees Room Assignment Cleaning service Room facilities Billing None Other (please specify): 16. When a problem happened, you perceived (please check all that apply) Efforts of hotel staffs in solving the problem 101 Responsibility of managers/supervisors in solving the problem That hotel staffs ignore the problem That you cannot connect to hotel staffs to solve the problem Other (please specify): 17. How long did you have to wait for the responses from the hotel about your problem? Immediately Within 24 hours More than 24 hours You had to contact the hotel again before they responded No responses 18. In your experience, which should be improved? (Please check all that apply) More detailed information on services Expertise of service providers Manager/supervisor availability Easy to contact with staffs Attention of staff when making the relation with guest Attraction of the outer building and/or inner decoration Speed of response to problems of hotel services 102 Other (please specify): 19. If you are satisfied with the hotel service, you will: (please check all that apply) Continue to select this hotel for the next time Tell others about this hotel 20. What is your continent of origin? Europe Asia America Africa Oceania Antarctica 21. What is your gender? Male Female 22. What is your employment status? Student Unemployed Employed fulltime Employed part-time Other (please specify): 23. Your age is Yüklə 6,04 Kb. Dostları ilə paylaş:
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