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An Assessment Of Guests Satisfaction Of Service Quality In The Hotel Industry
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1.2 STATEMENT OF THE PROBLEM
The purpose of this study was to assess
and examine hotel guests' perception of service quality in relation to
hospitality training program. This study investigated how to improve
service quality through the perception of hotel guests who stay at the
hotel and determined what a trainer has to train hotel employees to
improve service quality in the hotel. A questionnaire was given to hotel
guest staying at particular hotel. The questionnaire focused on five
dimensions which were reliability, responsiveness, assurance, empathy
according to SERVQUAL scale of Berry, Parasuraman, (1990) and attitude
of employees.
Therefore, the project intends to solve the following problems;
1. non-cordial relationship in rendering service and guest satisfaction
2. Inadequate training of staff in rendering quality service
2. To review the perception of customers on service quality
3.
providing data that would be useful to management in designing and
developing training program in the hotel through assessment of service
quality of the hotel
1.3 THE OBJECTIVES OF STUDY
The three major objectives of this study were:
1. To understand the relationship of service quality and guest satisfaction
2. To assess the perception of service quality of the hotel
3.
To provide data that would be useful to management in designing and
developing training program in the hotel through assessment of service
quality of the hotel 1.4 RESEARCH QUESTIONS
1. What is the relationship between service quality and guest satisfaction?
2. What perception do guests have on service quality of the hotel?
3.
How would data be provided that would be useful to management in
designing and developing training program in the hotel through
assessment of service quality of the hotel? 1.5 THE SIGNIFICANCE OF THE
STUDY
This work is significant to the hotel industry because it
focused on service quality and guest satisfaction. When staff and
management of hotel can render quality services, then the guests are
satisfied. When the guests are satisfied, it will lead to more patronage
which will in turn affect the profitability of the hotel.
Again, the
government will be of benefits because when organization makes more
profit it result to increase in taxes. Hence the government will
generate more revenue.
Finally, the work is also, beneficial to other
organizations as service quality and customer satisfaction cannot be
underestimated in any business.
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