DOCSLIB.ORG

The Relationship of the Hotel Rating System and Service Quality Improvement Proposed to Test the Hypotheses of the Objective 2, 3, 5, 6, and 7 As Follows;

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
The Relationship of the Hotel Rating System and Service Quality Improvement Proposed to Test the Hypotheses of the Objective 2, 3, 5, 6, and 7 As Follows; THE RELATIONSHIP OF THE HOTEL RATING SYSTEM AND SERVICE QUALITY A CASE STUDY OF THE ‘THAILAND HOTELS STANDARD’ By YEAMDAO NARANGAJAVANA Bachelor of Business Administration Assumption University Bangkok, Thailand 1997 Master of Art Bournemouth University Bournemouth, United Kingdom 1999 Submitted to the Faculty of the Graduate College of the Oklahoma State University in partial fulfillment of the requirements for the degree of DOCTORAL OF PHILOSOPHY May, 2007 THE RELATIONSHIP OF THE HOTEL RATING SYSTEM AND SERVICE QUALITY A CASE STUDY OF THE ‘THAILAND HOTELS STANDARD’ Dissertation Approved: Dr. Bo Hu Dissertation Advisor Dr. Hailin Qu Dr. Jerrold Leong Dr. Ken Eastman Dr. A. Gordon Emslie Dean of the Graduate College ii ACKNOWLEDGEMENTS I am deeply appreciated my advisor, Dr. Bo Hu, who guided me throughout the dissertation process even though we are half-the-world far from each other. Thank you for your dedication, patience, friendliness, encouragement, and support. My appreciation also goes to Dr. Hailin Qu, Chairman of my dissertation committee, for understanding my limitation as an international student. Special thanks are also for other committee members, Dr. Jerrold Leong and Dr. Ken Eastman. I am greatly indebted to Walailak University, which provided a scholarship for advancing my knowledge. Also, I would like to express gratitude to Dr. Gosa Areeya, Dean of Institute of Management, and Associate Professor Somnuek Auejeerapongpan, former Dean of Institute of Management for their support and guidance. Sincerely thanks to my colleagues at Walailak University, especially Ajarn Rungrawee Jitpakdee, Ajarn Onanong Cheableam, Ajarn Sukumal Klamseangsai, Ajarn Pawit Tansakul, Mr. Narongchai Chairaksa, Miss Hataikarn Nundetch for your great support, since returning from coursework in the United States. I also thank many other colleagues whom I do not mention their name here. Additionally, I would like to thank my OSU colleagues who gave me wonderful experiences while studying at Oklahoma State University. Special thanks for Pimtong Tavitiyaman for being a close friend and all your help for running all activities while I was not at OSU. Thank you, Prapaporn Kiattikulwattana, my roommate, and other Thai iii friends from the OSU Thai Student Association. Also thank you, Dr.Shahrim Abkarim and others HRAD colleagues. Last but not least, I would like to thank my family: my parents, Yinnatee Kaosiri and Unnop Narangajavana, for giving me life, love, caring, and believing in me. My sister, Yeamduan Narangajavana Garrigos, for happiness we had in our childhood. Dr. Kanop Ketchart, thank you for your love and support. Without these people, I could have not finished all the requirements for the degree of Doctoral of Philosophy from Oklahoma State University. Thank you all. iv TABLE OF CONTENTS Chapter Page CHAPTER I. INTRODUCTION ----------------------------------------------------------------1 Background of Thai Tourism and Hospitality Industry ------------------------------1 Service Quality in Thai Tourism and Hospitality Industry --------------------------3 The Thailand Hotels Standard-----------------------------------------------------------4 Significance of the Study ----------------------------------------------------------------7 Objectives of the Study-------------------------------------------------------------------8 CHAPTER II. LITERATURE REVIEW ----------------------------------------------------- 10 Hotel Rating ----------------------------------------------------------------------------- 10 Definitions of Hotel Rating System ----------------------------------------- 10 Characteristics of Hotel Ratings Systems----------------------------------- 12 The Survey of Existing Hotel Rating Systems ----------------------------- 14 The U.S. Hotel Rating Systems ---------------------------------------------- 15 Britain’s Hotel Rating Systems----------------------------------------------- 18 China’s Hotel Rating System------------------------------------------------- 20 The Importance of Hotel Rating Systems----------------------------------- 22 Service Quality -------------------------------------------------------------------------- 23 Definition of Service-----------------------------------------------------------23 Definition of Quality-----------------------------------------------------------28 Definition of Service Quality------------------------------------------------- 33 Service Quality Measurement ------------------------------------------------ 37 Service Quality in Hospitality Industry ------------------------------------- 44 Service Quality Measurement in Hospitality Industry -------------------- 49 Hotel Rating, Service Quality, and Hotel Performance ---------------------------- 55 Conceptual Framework----------------------------------------------------------------- 57 Hypotheses------------------------------------------------------------------------------- 58 CHAPTER III. METHODOLOGY------------------------------------------------------------ 60 Research Framework ------------------------------------------------------------------- 60 Research Design------------------------------------------------------------------------- 62 Sampling Plan--------------------------------------------------------------------------- 62 Target Population -------------------------------------------------------------- 62 Sample Size--------------------------------------------------------------------- 63 v Sampling Methods ------------------------------------------------------------- 64 Survey Administration ----------------------------------------------------------------- 66 Instrument-------------------------------------------------------------------------------- 68 Pilot Study------------------------------------------------------------------------------- 70 Content Validity------------------------------------------------------------------------- 71 Reliability -------------------------------------------------------------------------------- 71 Data Analysis---------------------------------------------------------------------------- 73 Descriptive Analysis----------------------------------------------------------- 74 Independence Sample T-Test------------------------------------------------- 74 Factor Analysis----------------------------------------------------------------- 75 Analysis of Variance----------------------------------------------------------- 76 Canonical Correlation Analysis ---------------------------------------------- 77 CHAPTER IV. RESULTS---------------------------------------------------------------------- 79 Sample Description --------------------------------------------------------------------- 79 The Perceived Influences of the Hotel Rating System ----------------------------- 84 Perceptions at the Industry Level -------------------------------------------- 84 Perceptions at the Property Level -------------------------------------------- 86 Hypothesis Testing: Differences of the Perceived influences of the Thailand Hotels Standard on Hotels’ Application Status ------------------------------------------------ 88 Hypothesis Testing: Differences of the Perceived influences of the Thailand Hotels Standard on Hotels’ Certification Status ----------------------------------------------- 92 Factor Analysis of Service Quality Improvement ---------------------------------- 96 Hypothesis Testing: Service Quality Improvement and Star Rating Level -----------------------102 Hypothesis Testing: Service Quality Improvement and Hotel Chain Affiliation-----------------104 Hypothesis Testing: Service Quality Improvement and Hotel Performance Changes-----------105 Discussion of Findings ----------------------------------------------------------------113 Summary of Hypotheses Testing ----------------------------------------------------126 CHAPTER V. CONCLUSION---------------------------------------------------------------129 Summary --------------------------------------------------------------------------------129 Implications-----------------------------------------------------------------------------132 Limitations of the Study---------------------------------------------------------------141 Recommendation for Future Work --------------------------------------------------143 BIBLIOGRAPHY ------------------------------------------------------------------------------146 vi APPENDICES-----------------------------------------------------------------------------------160 Appendix A- World’s Top Tourism Earners ---------------------------------------160 Appendix B - World’s Top Tourism Destinations (absolute numbers) ---------161 Appendix C - World’s Top Tourism Destinations by Number of Rooms ------162 Appendix D - Pilot Test Questionnaire (English)----------------------------------163 Appendix E - Pilot Test Questionnaire (Thai)--------------------------------------170 Appendix F - Questionnaire (English) ----------------------------------------------177 Appendix G - Questionnaire (Thai)--------------------------------------------------184 Appendix H - IRB Approval----------------------------------------------------------191 vii LIST OF TABLES Table Page 1 Summary of Three Hotel Rating Systems -------------------------------------------------- 21 2 Understanding the Nature of the Service Act ---------------------------------------------- 24 3 The Four Major Quality Eras----------------------------------------------------------------- 31 4 Comparison of Service Quality Instruments in Hospitality Industry-------------------- 52 5 Response
Load more

Recommended publications
  • Chapter I Introduction
    CHAPTER I INTRODUCTION A. The Initial Idea The tourism sector is no longer a foreign industry to the community. Tourism has become one of the largest and fastest-growing economic sectors in the world. It doesn’t only accommodate an aspect of life. Almost everything is now a part of the tourism industry, starting from providing us for our leisurely needs to creating new job opportunities. Lodging establishments, restaurants, travel agents, tour operators, airlines, car rentals, cruise lines – these all revolve around the tourism industry. Not only to the rest of the world, the tourism industry has also been playing a big part in Indonesia. Over the past decade, tourism in Indonesia has more than doubled. According to the Central Bureau of Statistics of Indonesia (2020), the arrival of foreign visitors to Indonesia kept on increasing throughout the year, with 2019 reaching the number 16.10 million. It is noted a 1.9% per cent increase than that of 2018. No one expected for this big of a turn towards the world today. Since the outbreak of the Coronavirus in the beginning of the year, the World Health Organisation has declared the situation a pandemic. The virus doesn’t only spread to a certain place or person. It has affected 218 countries and territories around the world, 2 international conveyances, and millions of lives (Worldometer, 2020). Though 2020 has taken a huge toll to the world, this will not stop the tourism industry from spreading on its wings. Countries such as China, Italy, 1 and Spain are starting to recover.
    [Show full text]
  • The Traditional Hotel Industry
    CHAPTER 1 The Traditional Hotel Industry Outline Understanding Mom-and-Pop Motels the Hotel Business Class The Service Culture Average Daily Rate A Cyclical Industry Full-Service to Limited-Service How Hotels Count and Measure Number of Employees Occupancy Rating Systems Sales Per Occupied Room Type RevPar (Revenue Per Available Commercial Hotels Room) Residential Hotels Double Occupancy Resort Hotels Break-Even Point Plan Special Characteristics European Plan of the Hotel Business American Plan Perisha bility Variations on the Themes Location Bed and Breakfast (B&B) Fixed Supply Boutique Hotels High Operating Costs Trophy Hotels Seasonality Resources and Challenges Traditional Classifications Resources Size Challenges 3 4 Part I The Hotel Industry Hotels have their origins in the cultures of ancient societies. But the word "hotel" didn't appear until the 18th century. It came from the French hotel, large house, and originated in the Latin roots hospitium or hospes. Hospitality, hostile and hotels are all related words. The difficulty of identifying early travelers as friends or foes probably accounts for the conflict in meanings. Friendly travelers found security and accommodations through the hospitality of their hosts. As the number of travelers increased, personal courtesy gave way to commercial enterprise. The hotel was born carrying with it a culture of hospitality. UNDERSTANDING THE HOTEL BUSINESS The Service Culture The hotel industry grew and flourished through the centuries by adapting to the chang­ ing social, business and economic environment that marked human progress. During modern times, these stages have been labeled for easy reference. The 18th century was the agricultural age; the 19th, the industrial age.
    [Show full text]
  • Lodging: Meeting Guest Needs
    LODGING: MEETING GUEST NEEDS Courtesy Wyndham Hotel Group CH009.indd 272 24/12/10 5:51 PM Chapter 9 THE PURPOSE OF THIS CHAPTER n this chapter, we look at lodging as a set of products and services that have evolved out of guest needs and preferences. We begin with the evolution of lodging to fit transportation and destination Ipatterns and individual guest preferences. We then delineate different types of lodging properties, discussing the distinguishing characteristics of each. Different market segments are explained in relation to their demographics and subsequently their needs and expectations when traveling. The tremendous impact of technology is discussed from the perspective of changing guest expectations and from the standpoint of how technology has changed major facets of hotel operations. The most important aspect of the hotel industry, service, is explored with a discussion of hotel rating criteria through organizations such as American Automobile Association (AAA) and directories such as the Forbes Travel Guides. The crucial role of employees as “internal customers” in providing service is emphasized. THIS CHAPTER SHOULD HELP YOU 1. Describe the evolution of lodging, and relate it to changing patterns of transportation, destinations, and guest needs. 2. Identify the five criteria for classifying hotels, and name the types of hotels in each classification. 3. Describe the principal customer types served by the hotel industry. 4. Identify the needs and preferences of business travelers, and provide examples of how the lodging industry accommodates them. 5. Describe how AAA and the Forbes Travel Service evaluate lodging properties, and identify criteria used in determining these ratings as well as describe how countries around the world approach the rating of hotels.
    [Show full text]
  • Hotel Cum Resort
    HOTEL CUM RESORT THESIS Submitted in partial fulfillment of the requirements for the award of the degree Of BACHELORS OF ARCHITECTURE By ANJALI. A. NAIR SCHOOL OF ARCHITECTURE GALGOTIAS UNIVERSITY GREATER NOIDA UTTAR PRADESH HOTEL CUM RESORT 2020 CANDIDATE DECLARATION I hereby certify that the work that is being presented in this Thesis, entitled “HOTEL CUM RESORT” in partial fulfillment of the requirements for the award of the Bachelors of Architecture submitted to the School of Architecture of the Galgotias University Greater Noida, India, is an authentic record of my work carried out during the period December 2013 to May 2014, under the guidance of Prof. Ar .Abhishek Srivastava, Associate Professor of School of Architecture, Galgotias University, Greater Noida. The matter embodied in this has not been submitted for the award of any other degree. Place: Greater Noida ANJALI A NAIR Date:1:06:20 Enrollment No. 1521101001 Page 1 HOTEL CUM RESORT 2020 – CERTIFICATE This is to certify that the dissertation titled "Hotel cum Resort", submitted in partial fulfilment of the requirement of the curriculum of Bachelor of Architecture is the work of Anjali Nair, Roll Number 15GSOA10107,who carried out research work under our supervision in Galgotias University ,Uttar Pradesh This is to certify that the above mentioned statement made by the Candidate is correct to the best of my knowledge. Thesis Guide Thesis Co-ordinator Ar. Ruchi Ar. Abhishek Srivastava Associate Professor School of Architecture Galgotias University Greater Noida, U.P India Dean SOA Prof. Atul Setia Page 2 HOTEL CUM RESORT 2020 DEDICATION I dedicate my thesis work to my family and friends.
    [Show full text]
  • Measuring Tourist Satisfaction and Revisit Intention Using Lodgeserv in Boutique Hotel
    Research Paper EPRA International Journal of Economic and Business Review -Peer Reviewed Journal Volume - 8, Issue -2, February 2020 |e-ISSN : 2347 - 9671| p- ISSN : 2349 - 0187 SJIF Impact Factor(2019) : 8.045||ISI Value:1.433 |Journal DOI URL :https://doi.org/10.36713/epra2012 MEASURING TOURIST SATISFACTION AND REVISIT INTENTION USING LODGESERV IN BOUTIQUE HOTEL Postgraduate Dept, Faculty of Hotel & Tourism Atikah Shahira binti Mohd Ali Management, Universiti Teknologi MARA Selangor, Puncak Alam Campus, Selangor Dept of Foodservice Management, Faculty of Hotel Chemah Tamby Chik & Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam Campus, Selangor Dept of Hotel Management, Faculty of Hotel & Suria Sulaiman Tourism Management, Universiti Teknologi MARA Penang, Permatang Pauh Campus, Penang Dept of Hotel Management, Faculty of Hotel & Wan Ahmad Nasroun Wan Salman Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam Campus, Selangor Dept of Hotel Management, Faculty of Hotel & Aslinda Shahril Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam Campus, Selangor ABSTRACT DOI URL: https://doi.org/10.36713/epra3037 Boutique hotel recently gained popularity in Malaysia. However, there is no absolute information on boutique hotel due to unclear segmentation of the type of accommodation for boutique hotel in Malaysia. However, some literature referred boutique hotel as small, luxurious hotels with furnished rooms less than 100 in numbers. Due to its unclear segmentation, the quality of facility and services are also insufficient. Therefore, the objectives of this study includes to determine the relationship between guest satisfaction and customer revisit intention. This study measured consumer service experience using LODGSERV in boutique hotel. This study uses ten items in LODGSERV dimensions to determine guest revisit intention.
    [Show full text]
  • 2016 Lodging Market Analysis (PDF)
    Las Cruces, New Mexico Hotel/Hospitality Market Study Gibbs Planning Group, Inc. 09 February 2016 Figure 1: The Hilton Garden Inn in Las Cruces is one of the three Upper Midscale hotels in the Las Cruces marketplace. Executive Summary This study finds that the Las Cruces study area lodging market cannot statistically support any additional lodging facilities at this time, because of the two existing hotel projects which are projected to come on line in 2016 and 2017. However, lodging revenue growth and existing room depletion caused by obsolesce over the next five years will create unmet demand for $3.25 million dollars in lodging revenue, supporting 100 new midscale class rooms by 2021. In 2026, the Las Cruces study area’s lodging market can support an additional 130 midscale rooms, generating $4.51 million in revenue. This forecast is based on the 2026 revenue per available room (RevPAR) in the submarket expanding to just less than the $49.75 level, and occupancy stabilizing at today’s level of about 55 percent. This Las Cruces study area is projected to capture just over $2.3 million dollars of unmet lodging demand revenue in 2016, most of which will be absorbed by the upper midscale project scheduled to open in March 2016. Numerous midscale national chain hospitality brands including America’s Best Suites, Best Western, Hawthorn Suites by Windham and MainStay Suites are among the hotels that meet the industry’s 2.0 to 2.5 star midscale rating. This analysis takes into account the 178 rooms in the pipeline at the construction stage in the overall Las Cruces market.
    [Show full text]
  • Sustainable Competitive Advantage in the Hotel Industry and Impact of Innovations on Occupancy Rate – a Managerial Perspective
    Sustainable Competitive Advantage in the Hotel Industry and Impact of Innovations on Occupancy rate – A Managerial Perspective. Thesis Submitted to the Padmashree Dr. D. Y .Patil University, Department of Business Management In partial fulfillment of the requirements for the award of the Degree of DOCTOR OF PHILOSOPHY in BUSINESS MANAGEMENT Submitted by Krishna K. Shetty Enrollment No. DYPPHD07- 066100026 Research Guide Dr. R. GOPAL DIRECTOR, DEAN & HEAD OF DEPARTMENT PADMASHREE DR. D.Y. PATIL UNIVERSITY, DEPARTMENT OF BUSINESS MANAGEMENT, Sector 4, Plot No. 10, CBD Belapur, Navi Mumbai – 400 614 June 2010 1 Sustainable Competitive Advantage in the Hotel Industry and Impact of Innovations on Occupancy rate – A Managerial Perspective. 2 DECLARATION I hereby declare that the thesis entitled “Sustainable Competitive Advantage in the Hotel Industry and Impact of Innovations on Occupancy rate – A Managerial Perspective.” submitted for the Award of Doctor of Philosophy in Business Management at the Padmashree Dr. D.Y. Patil University Department of Business Management is my original work and the thesis has not formed the basis for the award of any degree, associate ship, fellowship or any other similar titles. Place: Date: Signature of Guide Signature of Head of Dept. Signature of student 3 CERTIFICATE This is to certify that the thesis entitled “Sustainable Competitive Advantage in the Hotel Industry and Impact of Innovations on Occupancy rate – A Managerial Perspective.” submitted by Mr. Krishna K. Shetty is a bonafide research work for the award of the Doctor of Philosophy in Business Management at the Padmashree Dr. D. Y. Patil University Department of Business Management in partial fulfillment of the requirements for the award of the Degree of Doctor of Philosophy in Business Management and that the thesis has not formed the basis for the award previously of any degree, diploma, associate ship, fellowship or any other similar title of any University or Institution.
    [Show full text]
  • An Examination of Online Ratings on Hotel Performance Indicators: an Analysis of the Boston Hotel Market Suzanne Dawn Markham-Bagnera Iowa State University
    Iowa State University Capstones, Theses and Graduate Theses and Dissertations Dissertations 2016 An examination of online ratings on hotel performance indicators: An analysis of the Boston hotel market Suzanne Dawn Markham-Bagnera Iowa State University Follow this and additional works at: https://lib.dr.iastate.edu/etd Part of the Business Administration, Management, and Operations Commons, and the Management Sciences and Quantitative Methods Commons Recommended Citation Markham-Bagnera, Suzanne Dawn, "An examination of online ratings on hotel performance indicators: An analysis of the Boston hotel market" (2016). Graduate Theses and Dissertations. 15971. https://lib.dr.iastate.edu/etd/15971 This Dissertation is brought to you for free and open access by the Iowa State University Capstones, Theses and Dissertations at Iowa State University Digital Repository. It has been accepted for inclusion in Graduate Theses and Dissertations by an authorized administrator of Iowa State University Digital Repository. For more information, please contact [email protected]. An examination of online ratings on hotel performance indicators: An analysis of the Boston hotel market by Suzanne D. Markham-Bagnera A dissertation submitted to the graduate faculty in partial fulfillment of the requirements for the degree of DOCTOR OF PHILOSOPHY Major: Hospitality Management Program of Study Committee: Thomas R. Schrier, Major Professor Eric A. Brown Young-A Lee Anthony Townsend Tianshu Zheng Iowa State University Ames, Iowa 2016 Copyright © Suzanne D. Markham-Bagnera, 2016. All rights reserved. ii TABLE OF CONTENTS LIST OF TABLES ………………………………………………………………………. v ABSTRACT ………………………………………………………………………………vii CHAPTER 1: INTRODUCTION ………………………………………………………… 1 Purpose ……………………………………………………………………………. 1 Word-of-mouth ..………………………………………………………….. 1 Electronic word-of-mouth ………………………………………………… 2 User-Generated content ………………………………………………….
    [Show full text]
  • Overview the Seven Stars Rating in Hotel Industry
    OVERVIEW THE SEVEN STARS RATING IN HOTEL INDUSTRY Agung Gita Subakti Hotel Management Department, Faculty of Economic and Communication, BINUS University Jln. K.H. Syahdan No. 9, Palmerah, Jakarta Barat 11480 ABSTRACT Picking the right hotel can be tricky especially in today’s world of multiple rating systems. A luxury hotel rating once topped out at five stars but in the war to snag vacationers certain hotels that sing tunes of opulence and luxurious pleasure have started to accumulate seven stars. Star rating systems vary from continent to continent, country to country, and in a country. Hotel ratings have become a subjective assessment of amenities depending on the hotel and location. But the big question that is how they rate a seven stars Hotel. What makes it different from five stars Hotel or any fine establishment alike. In this case, the author is over viewing some of the Hotels in the world that are known for its seven stars reputation and taking a closer look on how they get their reputation for being the most luxurious Hotels in the world Keywords: hotel, star rating systems, seven stars ABSTRACT Memilih hotel yang tepat bisa menjadi hal yang rumit, terutama dalam sistem dunia rating sekarang ini. Rating sebuah hotel mewah dahulu ada pada bintang lima, tetapi dalam perang untuk merebut rombongan turis, hotel-hotel tertentu yang menyajikan kemewahan dan kesenangan telah mulai untuk mengumpulkan bintang tujuh. Sistem rating hotel berbintang bervariasi, dari benua ke benua, negara ke negara, dan di suatu negara. Peringkat Hotel adalah penilaian subjektif terhadap fasilitas, tergantung pada hotel dan lokasi.
    [Show full text]
  • The Relationship Between Hotel Rating and Customer Outcomes: Customer Perceived Service Quality and Customer Satisfaction
    ISSN: 2276-7827 ICV 2012: 6.03 Submission Date: 26/06/014 Accepted: 30/10/014 Published: 30/10/014 Subject Area of Article: Service Management (DOI: http://dx.doi.org/10.15580/GJBMS.2014.4.062614282 ) The Relationship between Hotel Rating and Customer Outcomes: Customer Perceived Service Quality and Customer Satisfaction By Chikosha Felix Vutete Clever Greener Journal of Business and Management Studies ISSN: 2276-7827 ICV 2012: 6.03 Vol. 4 (4), pp. 146-152, August 2014. Research Article - (DOI: http://dx.doi.org/10.15580/GJBMS.2014.4.062614282 ) The Relationship between Hotel Rating and Customer Outcomes: Customer Perceived Service Quality and Customer Satisfaction *Chikosha Felix and Vutete Clever Department of Business Management, Zimbabwe Open University, 209 Hay Road Bindura. *Corresponding Author’s Email: [email protected] ABSTRACT In this present milieu, the need to improve service quality and customer satisfaction is considered substantial due to stiff competition between businesses. Service quality and customer satisfaction can easily define organisational success. The study scrutinises the relationship between hotel rating and the customer outcomes; service quality and customer satisfaction. In this research paper, the quantitative research approach was used. A total of 60 hotel guests were taken as respondents for each of the selected hotels. The data was collected through questionnaires with structured questions. Perceived service quality and customer satisfaction levels were recorded highest for Rainbow Hotel (5 star), followed by Holiday Inn Hotel (4 star) and then Crown Plaza Hotel (3 star). This implies a positive relationship between hotel ratings the customer outcomes. It is judicious to believe that upgrading service quality increase customer satisfaction and ultimately results in improved hotel ratings.
    [Show full text]
  • Improvement of Service Quality in Ethiopian Hotel Industry
    ADDIS ABABA UNIVERSITY ADDIS ABABA INSTITUTE OF TECHNOLOGY SCHOOL OF MECHANICAL & INDUSTRIAL ENGINEERING IMPROVEMENT OF SERVICE QUALITY IN ETHIOPIAN HOTEL INDUSTRY By: MAHEDER TEKA Advisor: Professor Daniel Kitaw Co-advisor: Ato Wogene Tesfaye(PHD Candidate) A Thesis Submitted to the School of Graduate Studies of Addis Ababa Institute of Technology in Partial Fulfillment of the Degree of Master of Science in Mechanical Engineering- Industrial Engineering Stream. March 2018 ADDIS ABABA UNIVERSITY INSTITUTE OF TECHNOLOGY DEPARTMENT OF MECHANICAL ENGINEERING INDUSTRIAL ENGINEERING STREAM IMPROVEMENT OF SERVICE QUALITY IN ETHIOPIAN HOTEL INDUSTRY BY MAHEDER TEKA APPROVED BY BOARD OF EXAMINERS CHAIRMAN, DEPARTMENT GRADUATE SIGNATURE DATE COMMITTEE PROFESSOR DANIEL KITAW ADVISOR SIGNATURE DATE ATO WOGENE TESFAYE (PHD CANDIDATE) CO ADVISOR SIGNATURE DATE INTERNAL EXAMINER SIGNATURE DATE EXTERNAL EXAMINER SIGNATURE DATE A Thesis Submitted to the School of Graduate Studies of Addis Ababa Institute of Technology in Partial Fulfillment of the Degree of Master of Science in Mechanical Engineering- Industrial Engineering Stream. ii Abstract This research aims to study the service quality management system in hotels in Addis Ababa. The reasons for doing this research are the growth of the hotel business, the increase of flow of tourists, and the increase of economic importance of the sector, which in turn requires the sector to give a competitive, and standard service quality. The major questions to be addressed are the quality management system of hotels, major problems in the hospitality industry methods to apply to improve the service quality. To find the answers the researcher selected 17 star hotels from 2-stars located in Addis Ababa.
    [Show full text]
  • Hotel Classification System Manual
    Abu Dhabi Hotel Classification Manual TABLE OF CONTENTS Introduction ............................................................................................................... 4 Abu Dhabi Tourism .............................................................................................................. 4 Purpose of the Hotel Classification System ...................................................................... 4 Development Phase .............................................................................................................. 5 System Enhancements .......................................................................................................... 5 System focus areas ............................................................................................................... 6 The classification process ................................................................................................ 10 Implementation & Features of the New System ............................................................... 10 1. Minimum Mandatory Criteria ........................................................................... 12 1.1 General Standards ............................................................................................... 12 1.2 Building Safety, Security, and Access ............................................................... 12 1.3 Guest Rooms ....................................................................................................... 14 1.4 Guest Bathrooms ................................................................................................
    [Show full text]