Assessment of guest satisfaction of service quality of the hotel

Abstract

The purpose of this study was to examine and describe hotel guests’ perception of service quality in relation to service training in the hotel. This study investigated how to improve service quality through service satisfaction survey. The significance of this study was that the finding would encourage hotel management to develop their service-training program according to service quality dimensions. The three major objectives of this study were: • To understand the relationship of service quality and training in hotel industry through the literature review. • To assess the perception of service quality of selected hotel using SERVQUAL Scale from Berry, Parasuraman and Zeithaml (1990). • To provide data that would be useful to management in designing and developing training program in the hotel through assessment of service quality of the hotel. The review of literature discussed what service means to the hospitality industry. Also it discussed about the importance of training program in hospitality industry and recognition of training that increased a lot of benefits to the organization. In addition, the training motivates employees to have a better attitude toward guest service. Finally it looked into what would be better contents of service quality training program. The purpose of this study was to assess and describe the perception of service quality of the hotel. So a researcher distributed 590 survey questionnaires to a selected hotel and 94 of usable survey questionnaires were collected. Data for this study were applied descriptive statistics (frequency, means, and standard deviations) to all the questions and crosstabulation and ANOVA (Analysis of Variance) to gain an understanding of the nature of responses. The finding indicated that where the training program should focus on and encouraged hotel management in determining whether to develop and improve their guest service training to their employees. Satisfied guests tend to be return customers; guest service training program may impact on that satisfaction.