Change search
ReferencesLink to record
Permanent link

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

Open Access in DiVA

fulltext(2146 kB)13 downloads
File information
File name FULLTEXT01.pdfFile size 2146 kBChecksum SHA-512
Type fulltextMimetype application/pdf

Search outside of DiVA

GoogleGoogle Scholar
Total: 13 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

ReferencesLink to record
Permanent link

Direct link