Quality Measurement of Accommodation Services in the Kymenlaakso Region Using Expectation-Perception Model
Makeeva, Irina (2014)
Makeeva, Irina
Kymenlaakson ammattikorkeakoulu
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014120919147
https://urn.fi/URN:NBN:fi:amk-2014120919147
Tiivistelmä
This thesis gives an overview of the service quality of accommodation industry in the Kymenlaakso region in Finland and focuses on the expectation-perception approach. The main target falls on the customers of hotel companies located in the region in the autumn period of 2014.
The objective of this research was to test the difference in expected and perceived quality of services offered by hotel companies. The service quality analysis aimed to detect quality gaps and to prevent tourists’ disappointment in the region.
The study was based on the analysis of expectations and perceptions questionnaires filled by the hotel visitors. The SERVQUAL model was chosen as basis for questionnaires as it measures the quality of service. In total, the number of 119 respondents participated in the survey. The statistical analysis was performed.
Based on the expectation-perception gap analysis positive and negative differences were detected with various levels of significance. Furthermore, the improvement possibilities were identified in such areas as appearance of hotel facilities, service performance and city guides or brochures availability.
The objective of this research was to test the difference in expected and perceived quality of services offered by hotel companies. The service quality analysis aimed to detect quality gaps and to prevent tourists’ disappointment in the region.
The study was based on the analysis of expectations and perceptions questionnaires filled by the hotel visitors. The SERVQUAL model was chosen as basis for questionnaires as it measures the quality of service. In total, the number of 119 respondents participated in the survey. The statistical analysis was performed.
Based on the expectation-perception gap analysis positive and negative differences were detected with various levels of significance. Furthermore, the improvement possibilities were identified in such areas as appearance of hotel facilities, service performance and city guides or brochures availability.