People perception on service quality towards both international and domestic hotel chain in China

jiang, limei (2009) People perception on service quality towards both international and domestic hotel chain in China. [Dissertation (University of Nottingham only)] (Unpublished)

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Abstract

This work aims to assess the different demographic people’s perception on service quality in China's hotel chains, and effort to investigate how their perceptions affect potential purchase decisions, while comparing with management perception demonstrate the service gap between each party.

Both quantitative and qualitative methods are adopted in this research, some significant findings are identified that different characteristics people form their different service orientations. In general, it differs in social class, gender, and age group. The higher rating on hotel’ services seems the more expectations and requirements are specified by these groups. And their purchase intentions are somewhat depend on whether the hotel can meet or even well exceed their overall perception on the real service delivering. However, the higher expectations from customers’ and overestimating its service quality by manger result in two service gaps (gap 5 and gap 6) negatively influencing customers purchase intention. Thus, the findings have considerable implicates that hotel manager need a further improvement on its service delivering.

Item Type: Dissertation (University of Nottingham only)
Depositing User: EP, Services
Date Deposited: 05 Mar 2010 14:25
Last Modified: 18 Nov 2016 00:31
URI: http://eprints.nottingham.ac.uk/id/eprint/23285

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