Business travellers' perception of service quality: a prefatory study of two European city centre hotels
✍ Scribed by Roger J. Callan; Gabrielle Kyndt
- Publisher
- John Wiley and Sons
- Year
- 2001
- Tongue
- English
- Weight
- 115 KB
- Volume
- 3
- Category
- Article
- ISSN
- 1099-2340
- DOI
- 10.1002/jtr.333
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✦ Synopsis
Abstract
The business traveller contributes significantly to the turnover of the hotel industry and, with the globalisation of business, this sector shows signs of increasing growth. Service quality has now become one of the main factors used to gain competitive advantage, thus the industry must focus more specifically on the needs and expectations of its business customers. The aim of this paper is to focus on the business travel market and more specifically on the comparison of two hotels in two European cities, Brussels and Manchester. This area of research has not been attempted before and will provide an interesting comparison with findings in USA.
A literature review identified the relevant attributes used to measure service quality, which were utilised to design a questionnaire, distributed to customers in a five star hotel in Manchester and in Brussels.
The primary data obtained were then compared with the findings of other
researchers. The analysis indicated that Brussels scored the majority of the attributes more highly (many significantly) than did Manchester. This may be influenced by the international profile of the Brussels
respondents who tended to travel on
business more frequently than the
Manchester sample. The comparisons with the USA surveys found some inconsistencies that might be attributed to societal
differences.Copyright © 2001 John Wiley
& Sons, Ltd.