Service Quality Components in Hotel Industry  

Oleh:

Awasthi, Ashwini K.

Jenis: Article from Bulletin/Magazine
Dalam koleksi: Jurnal Manajemen dan Pemasaran Jasa vol. 2 no. 1 (Mar. 2006), page 23-40.
Topik: service quality; service quality; functional service quality; technical service quality; SERVQUAL

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ144 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

This study is an empirical investigation of the components of service quality in the competitive and growing service environment of hotel industry in india. Hindi (national language of india) translated SERVQUAL along with service specific newly generated technical quality items is used to capture service quality components in the hotel industry in india. The result buttress the multidimensional structure of service quality, however the five dimensional structure is not supported. It is found that technical quality aspect is an important customer perception of service quality, however it does not explain more variance in overall service quality perception.

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