Hotel Service Quality Thesis - …

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The results of thisthesis indicate that UK food processors should consider all phases of pre-transaction,transaction and post-transaction events when facilitating operations design andcustomer service planning.

The suggestion for the improvement of hotel service quality was to ..

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Common perception by practitioners in the hotel industry today that satisfied guest would become profitability to the company is considered as a major subject for this research. Therefore, this study is conducted to extend the previous research on the service quality by examining the relationship between service quality and customer's satisfaction. The importance of this study is to identify the factors that lead to guest's satisfaction and alsoproposing a method to assist hotel in identifying characteristics which will increase customer's satisfaction. In this research, the service quality is measured through perception of hotel guest and manager toward the service quality of three hotels located in Kota Bharu by using five dimensions of SERVQUAL (tangibles, reliability, responsiveness, assurance and empathy). There are also another two additional dimensions used which are food quality and reasonable price. On the other hand, themodel gaps were also applied in order to identify the gaps between perception of hotel managers and guest (Gap 1) and between perceptions and expectation of customers (Gap 5) towards service quality of hotel. The hypotheses of this study supported that there are significant relationship between service quality and customer's satisfaction. Besides that, this study found that there is difference regarding perceptions between hotel manager and guest. However there is no difference for customers' perception and expectation regarding the hotel service except for two variables which are tangible and customer satisfaction.

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If you are considering booking a break or stay at the highly regarded Queens Hotel Leeds you can book directly with the Hotel. If you view their website they often have special offers and deals which could save you money or enhance your stay. Regardless of when you stay or your choice of room you are likely to have an enjoyable experience at The Queens Hotel, and the number of repeat guests means that this hotel is by far one of the most desirable locations in the city of Leeds.

Index Terms — SERVQUAL, guests, hotel, service quality, gaps in service

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This vibrant city offers a wealth of attractions including a vibrant nightlife, superb dining, quality hotels, more listed buildings than any other city in the country (apart from London) and great access to some of the most stunning natural countryside in the UK.


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No one who has grown up in the Mediterranean Middle East can really live without the colors and textures and tastes of home. The food that Ottolenghi serves and writes about often includes them all, but it isn’t ethnic cooking, grounded in one tradition, and it certainly isn’t fusion cooking.