COMPARING GUEST EXPECTATIONS AND PERCEPTIONS ABOUT QUALITY OF SERVICE IN HOTEL INDUSTRY (THE CASE OF MASHHAD’S HOMA II HOTEL)

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KAROBI MEHDI; YOOSEFI JAVAD

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Journal: Tourism Management Studies Year:2010 | Volume:- | Issue:13 Page(s): 65-98

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Title

COMPARING GUEST EXPECTATIONS AND PERCEPTIONS ABOUT QUALITY OF SERVICE IN HOTEL INDUSTRY (THE CASE OF MASHHAD’S HOMA II HOTEL)

Author(s)

KAROBI MEHDI | YOOSEFI JAVAD

Keywords

SERVICE QUALITY

MEASURING SERVICE QUALITY

SERVQUAL

EXPECTATIONS

PERCEPTIONS

HOTEL

Abstract

Quality of service is one of the most important issues for competing service companies, and consequently using a method for SERVICE QUALITY mesurment is of great significance. Although there is no consensus on the most appropriate method for this measurement, in this study, according to the literature review findings, using the SERVQUAL model for comparing HOTEL guest’s EXPECTATIONS and PERCEPTIONS was preferred. Therefore, our focus in this article is on the different dimensions of SERVICE QUALITY in SERVQUAL model, and SPSS 16 was employed to analyze these dimensions of our case study. The findings of the research are classified into two parts: the first part contains some information about demographical attributions of the respondents. The second part, are the hypothesis tests demonstrating that the perceived quality of service in Mashhad’s Homa II HOTEL is higher than EXPECTATIONS of Iranian guests.

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APA: Copy

KAROBI, MEHDI, & YOOSEFI, JAVAD. (2010). COMPARING GUEST EXPECTATIONS AND PERCEPTIONS ABOUT QUALITY OF SERVICE IN HOTEL INDUSTRY (THE CASE OF MASHHAD’S HOMA II HOTEL). TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), -(13), 65-98. SID. https://sid.ir/paper/570669/en

Vancouver: Copy

KAROBI MEHDI, YOOSEFI JAVAD. COMPARING GUEST EXPECTATIONS AND PERCEPTIONS ABOUT QUALITY OF SERVICE IN HOTEL INDUSTRY (THE CASE OF MASHHAD’S HOMA II HOTEL). TOURISM MANAGEMENT STUDIES (TOURISM STUDIES)[Internet]. 2010;-(13):65-98. Available from: https://sid.ir/paper/570669/en

IEEE: Copy

MEHDI KAROBI, and JAVAD YOOSEFI, “COMPARING GUEST EXPECTATIONS AND PERCEPTIONS ABOUT QUALITY OF SERVICE IN HOTEL INDUSTRY (THE CASE OF MASHHAD’S HOMA II HOTEL),” TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), vol. -, no. 13, pp. 65–98, 2010, [Online]. Available: https://sid.ir/paper/570669/en

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