The Guest’s Expectations And Perceptions On The Service Quality
As a contribution to the strive of improving service quality, the purpose of this paper is to offer insights about the level of service quality, and eventual shortfalls, among the four-star hotels in Cyprus as perceived by the tourists experiencing this service. Furthermore, the report tests the hypothesis that there is a strong link between customers’ perception of the service quality of a specific company and their subsequent willingness to recommend it further.
The main findings have revealed that overall the service quality of the four-star hotels is meeting guests’ expectations, which are very high. This subsequently has a positive impact on the overall perception of service quality and the inclination to visit the hotel for a repeat visit. Additionally, the previous outlined hypothesis was verified as results clearly indicate that satisfied guests’ are significantly more willing to recommend the hotel further than guests, whose service expectations were not met.
The findings with most implications is that the tangible aspects are considered as most important among the four-star hotels guests, which contradicts research findings conducted among other industries, but supports recent research indicating that tangibles have an important impact on the perceived quality of a four-star hotel industry. Another very important finding is the important impact guest satisfaction has on future recommendation, i.e. positive word-of-mouth.
The hope is that the findings of this dissertation paper will provide basis for decision-making for both CTO and hotel managers in the continuous struggle for improving service quality.