服务质量
业务
营销
服务质量
旅游
竞赛(生物学)
酒店业
酒店业
质量(理念)
服务(商务)
顾客满意度
第三产业
竞争优势
哲学
认识论
生态学
政治学
法学
生物
作者
Rooma Roshnee Ramsaran‐Fowdar
标识
DOI:10.1177/1356766706071203
摘要
The evaluation of customer satisfaction is a primary goal for any service firm that would like to survive in this increasingly competitive market. Keeping tourists satisfied and delighted is even more important for the Mauritian tourism industry given that the destination faces fierce competition abroad. Developing a measure of hotel service quality is an important precursor to attracting and retaining tourists and hence ensuring the survival of hotels. SERVQUAL has been proposed as a generic measure of service quality that may be applicable to hotel services. The purpose of this study is to investigate whether SERVQUAL dimensions are pertinent to the hotel industry. Results from this study verify SERVQUAL dimensions, but demonstrate additional dimensions that are specific to the hotel sector.
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