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Analyzing service quality: a study among Peruvian resort hotels
2007 (English)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The study purpose is to identify which dimension that is the best predictor of overall service quality, in terms of generating an outcome that identifies dimensions regarding service quality. This was achieved through performing a theoretical and empirical study. The theoretical study provided by identifying relevant theories, determining and defining service quality for hospitality industries. The empirical study comprised of 84 questionnaires with respondents opinions and views from their resort hospitality experiences. This was achieved through an examination of the dimensions in relation to hospitality service quality, by extending the SERQUAL scale with nine new items, subsequently referred to as RESQUAL. Key findings of the study are that service quality is represented by six dimensions in the hospitality industry, relating to Reliability, Assurance, Tangibles, Employees, Exterior and Delivery of service. The best predictor of overall service quality is the dimensions referred to as “Reliability” followed by “Exterior”, “Tangibles” and “Assurance”.

Place, publisher, year, edition, pages
2007.
Keyword [en]
Social Behaviour Law, service, quality, service quality, resorts, hospitality, hotels
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
Identifiers
URN: urn:nbn:se:ltu:diva-56236ISRN: LTU-EX--07/217--SELocal ID: d03610f2-eed7-4342-bfb9-131f8094035dOAI: oai:DiVA.org:ltu-56236DiVA: diva2:1029623
Subject / course
Student thesis, at least 30 credits
Educational program
Computer Science and Engineering, master's level
Examiners
Note
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf