Sunday, May 24, 2020

Servqual Model in Hotel Sector Free Essay Example, 1000 words

The model SERVPERF was used by Choi and Chu (to measure travelers perceptions of hotel attributes in Honk Kong Hotels; by Juwaheer (2004) to measure the same in Mauritius s hotels; and by Poon et al. in Malaysian hotels. Studies have suggested that SERVPERF is a better tool to analyze empirical variance as compared to the SERVQUAL (Cronin and Taylor 1992, pp. 55-68; Boulding et al. 1993, pp. 7-27). At the same time, studies have also suggested that the scores on the basis of expectancy-disconfirmation model are more effective than scores from adequacy-importance models (Bolton and Drew 1991, pp. 375-384). Knutson et al. (1990, pp. 277-284) used an adapted version of the SERVQUAL instrument to measure service quality in the lodging industry. They used only the expectation items to measure the customers expectations from a hotel. It was found that reliability is the most important factor which is followed by Assurance, Responsiveness, Tangibles and Empathy. A similar kind of adapted v ersion was used by Stevens et al (1995, pp. 56-60) in restaurants. The study revealed that the most important factor is the reliability which is then followed by tangibles, assurance, responsiveness and empathy respectively. We will write a custom essay sample on Servqual Model in Hotel Sector or any topic specifically for you Only $17.96 $11.86/page It was found that reliability was the most important of the five dimensions followed by assurance, responsiveness, tangibles, and empathy (empathy (Knutson, Stevens, Wullaert, Patton and Yokoyama, 1990).

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