Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach – a case study of Mauritius

Abstract

Given the strategic importance of service quality in hotels of Mauritius, this paper investigates the perceptions of international tourists in hotels of Mauritius by employing a modified SERVQUAL approach Using a principal component factor analysis with a Varimax rotation technique, this study identifies nine hotel factors out of 39 hotel attributes and determines the levels of satisfaction among international tourists and their overall evaluation of service quality prevailing in the hotels. The results from the regression analysis suggest that the overall level of service quality is primarily derived from the "Reliability" factor. This study is strategically and managerially important to the hotel industry in Mauritius. From the results of the study, hotel managers can focus their efforts to provide quality service and facilities that international tourists perceive as being important in determining their overall service quality of the hotels.

Quality Gap of Family Health Care Services in Kashan Health Centers: An Iranian Viewpoint

“…It is hard to quantify service quality, however measuring quality of service, as a prerequisite to advance service quality and to attain customer loyalty and satisfaction, is necessary [9]. By customary means of measuring quality of goods, service quality could neither be conceptualized nor assessed because services are intangible, heterogeneous and inseparable [10]. As a result Parasuraman et al (1985) have expanded, validated and purified an instrument called SERVQUAL to evaluate service quality [11].…”

Análise da influência da imagem de destinos na satisfação e fidelidade a destinações de turismo de sol e praia: Um estudo em Natal/RN

“…As pesquisas têm sido desenvolvidas, grosso modo, Chagas, M. M., Sampaio, L. M. B., Santos, K. E. B. Análise da influência da imagem de destinos na satisfação e fidelidade a destinações de turismo de sol e praia: um estudo em Natal/RN a partir de adaptações de outras áreas, mas, não constituindo, ao longo do tempo, um corpo teórico próprio robusto como é necessário para uma atividade tão específica e estratégica como a turística (Bedia, Fernández & López, 2007;Yilmaz, 2009;Juwaheer, 2004;Akbaba, 2006;AlbaceteSáez, Fuentes-Fuentes & Lloréns-Montes, 2007). Em resumo, se pode afirmar que a despeito do reconhecimento da importância de tais constructos e relações a área de turismo carece de estudos específicos, mais precisamente no que diz respeito ao desenvolvimento de modelos e instrumentos próprios (Bedia, Fernández & López, 2007;Yilmaz, 2009;Juwaheer, 2004;Akbaba, 2006;Albacete-Sáez, Fuentes-Fuentes & Lloréns-Montes, 2007), como também da análise da relação causal entre os constructos mencionados (Chi & Qu, 2008;Bosque & Martín, 2008;Chen & Tsai, 2006;Zabkar, Brencic & Dmitrovic, 2009;Yoon & Uysal, 2005;Correia & Pimpão, 2005).…”

Revision and Validation of Retail Service Quality Scale in Branchless Banking

“…Different researchers have used SERVQUAL or modified SERVQUAL for estimation of service quality for many varied services in many countries around the world. For example, Mei, Dean, and White (1999);Juwaheer (2004) ;Hsieh, Lin, and Lin (2008);and Akbaba (2006). Another tool of measuring service quality is SERVPERF that applies performance view of service quality.…”