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Developing a service quality questionnaire for the hotel industry in Mauritius

journal contribution
posted on 06.12.2017, 00:00 by Rooma Ramsaran
The evaluation of customer satisfaction is a primary goal for any service firm that would like to survive in this increasingly competitive market. Keeping tourists satisfied and delighted is even more important for the Mauritian tourism industry given that the destination faces fierce competition abroad. Developing a measure of hotel service quality is an important precursor to attracting and retaining tourists and hence ensuring the survival of hotels. SERVQUAL has been proposed as a generic measure of service quality that may be applicable to hotel services. The purpose of this study is to investigate whether SERVQUAL dimensions are pertinent to the hotel industry. Results from this study verify SERVQUAL dimensions, but demonstrate additional dimensions that are specific to the hotel sector.

History

Volume

13

Issue

1

eISSN

1479-1870

ISSN

1356-7667

Location

United Kingdom

Publisher

Sage Publications Ltd.

Language

en-aus

Peer Reviewed

Yes

Open Access

No

External Author Affiliations

University of Mauritius;

Era Eligible

Yes

Journal

Journal of vacation marketing.