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Hotel Service Quality

The document describes a study that aimed to measure customer satisfaction levels and compare service quality across selected hotels in Naypyitaw, Myanmar. The study used a descriptive method and collected primary data through structured questionnaires administered via face-to-face interviews. The questionnaires examined customer satisfaction based on the DINESERV model's dimensions of tangibility, reliability, responsiveness, confidence, and communication. Respondents rated their expectations on various factors within these dimensions on a 5-point Likert scale. The study sought to understand customer characteristics and travel reasons, as well as overall satisfaction with hotel service quality.

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65 views17 pages

Hotel Service Quality

The document describes a study that aimed to measure customer satisfaction levels and compare service quality across selected hotels in Naypyitaw, Myanmar. The study used a descriptive method and collected primary data through structured questionnaires administered via face-to-face interviews. The questionnaires examined customer satisfaction based on the DINESERV model's dimensions of tangibility, reliability, responsiveness, confidence, and communication. Respondents rated their expectations on various factors within these dimensions on a 5-point Likert scale. The study sought to understand customer characteristics and travel reasons, as well as overall satisfaction with hotel service quality.

Uploaded by

htar ထား
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Hotel Service Quality

Group I
Content

• Objective
• Method of the study
• Framework
• Questionnaires
Objectives
The main objectives of the study are
1. To measure customer satisfaction
2. To compare the service qualities of selected
hotels in Naypyitaw.
Method of the Study
• In this study, the descriptive method is used.
This study includes only one source of data
primary. Primary data are collected from
customers with structured questionnaires that
organized based on DINESERV model. Five
points Likert scale is used in this study. Face-
to-Face interviews are conducted with
customers who stayed in selected hotels.
Tangibility
Customer
Satisfaction

Reliability

Hotel Service Quality

Responsiveness

Compare of Service
Quality Level
Confidence

Communication
Questionnaires
Section I
• 1.Gender
Male
Female
• 2.Age --------------------------------
• 3.Education level
High School
Graduate
Post graduate
Master’s Degree
• 4. What is the reason for your travel?
Leisure
Business
Study
Shopping
Other
• 5. Which hotel are you stay up?
ACE
Newayeyar
Famous
Shwe Gone Daing
Royal Naypyitaw
• 6. Why did you choose in this hotel?
Just Randomly
By Recommendation
Previous visit was satisfactory
Other, What? ----------------------------------------------------------------
• 7.How many times have you been in this hotel?
It’s my first -time
2-3 times
4-5times
6 times above
Section II
• The levels are described as:
• 1=Much worse than I expected
• 2=Much bad than I expected
• 3=Just as I expected
• 4=Much good than I expected
• 5=Much better than I expected
• To what degree would rate your level of expectation with the
following factors?
• Please tick (√ ) the answer.
Dimensions Scale Item 1 2 3 4 5

         

The front desk was visually appealing


The employees had clean, neat uniforms
The restaurant’s atmosphere was inviting
The shops were pleasant and attractive
Tangibility
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

         
My reservation was handled efficiently
My guest room was ready as promised
Reliability
TV, radio, A/C, lights, and other mechanical equipment worked properly
I got what I paid for

         

Employees responded promptly to my requests


Informative literature about the hotel was provided
Responsiveness Employees were willing to answer my questions
Employees responded quickly to solve my problems
Room service was prompt

         

Employees knew about local places of interest


Employees treated me with respect
Confidence Employees were polite when answering my questions
The hotel provided a safe environment
The facilities were conveniently located

         

Charges on my account were clearly explained


I received undivided attention at the front desk
Communication
Reservationists tried to find out my particular needs
Employees anticipated my need
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 need
Section III
Overall Satisfaction

• The levels are described as:


• 1=very dissatisfied
• 2=Dissatisfied
• 3=Neutral
• 4=Satisfied
• 5=Very satisfied
  Characteristic 1 2 3 4 5

1 Overall, the service quality of the hotel service is good          

2 You can say you are satisfied with the services of selected hotels in          
Naypyitaw

3 In general, the service is good and you got what you paid for          
Thank You For your
Attention

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