  An
Investigation into Customer Perception of Service Quality Provided by
Small and Large Hotels in China. Does Size influence Customer
Expectations?
(2013)
Ref:
busman0091The
number of hotels in China has increased steadily over the years since
1970s after international tourists were allowed to visit China.
Nevertheless, the service quality provided in China hotel industry is
reported to be lower than those of the international standards. As a
result, the main aim of this MBA dissertation was to determine the
perception of the consumers relating to service quality (SERVQUAL)
provided in large and small hotels in China. Six research questions
were developed including (1) to determine quality of service in the
hotel industry (2) to determine perception of customers on the quality
of service in small hotels (3) to determine the perception of customers
on the quality of service in large hotels (4) to determine the
similarity and difference between the quality of service provided in
small and large hotels. The study was conducted in Fuji province,
Fuzhou city with the study population including the Fuzhou hotel
customers and the hotel managers in small and large hotels. A
multistage sampling technique was used to arrive at 10 hotels and
obtain the 50 sample subjects who were mainly 40 hotel customers and 10
hotel managers. Service Quality SERVQUAL instruments were used in the
study to enable researcher to examine the hotel service quality. The
data was collected using questionnaire which were distributed to the
subjects. Consequently, the study employed SPSS software version 18.0
in data analysis. The results showed that generally there was a
difference between the perception of customers on the quality of
service provided in small hotels and large hotels in China. The study
recommends that more improvements in quality of services provided in
both small and large hotels should take place but first managers must
be well aware of the specific issues of concern to the consumers
regarding quality of services. The main purpose of this MBA
dissertation is to determine the perception of customers on the quality
of service provided in small and large hotels in China. To achieve this
purpose, the researcher outlined six main objectives;
1: Introduction Research Background Research Significance Scope of Study Research objectives Dissertation Structure 2: Literature Review Definition of service quality Distinction between Service Quality and Customer Satisfaction Dimensions of quality Evaluation and Dimensions of Service Quality The Evolution of SERVQUAL Model Tangibility Reliability Responsiveness Assurance Empathy Customer Satisfaction Quality of hotels in general Quality of hotels in China China’s Hotel Rating System 3: Research Methodology Research Design Study area Study population Sampling technique and sample size Pilot Testing Data Collection technique Research Tool Data Processing and Analysis Alternative Research Technique Reliability Logistics and Ethical Considerations Strength of the Methodology Limitations of the Methodology 4: Analysis and Findings Demographic characteristics of Respondents Hotel managers Hotel customers Extent to which customers perceive service quality in small and large hotels Demographic characteristics and consumer perceptions Influence of hotel size on customer expectations Discussion 5: Conclusion and Recommendation Conclusion Recommendations Limitations of the study References Appendix Section How To Order 1. Select reference number busman0091 from the dropdown list 2. Click the PayPal button 3. Click the "Click Here" button on the PayPal page to submit your credit/debit card payment 4. We will email your chosen dissertation in PDF format within 24 hours |
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