Quality in the hospitality industry: a study

Abstract

This paper reports on a study, across a range of hospitality providers, on the determinants of quality from the customer and provider viewpoints. The study was conducted by surveying a sample of providers and customers and by case-study work. The study identified a number of gaps existing between the perceptions of customers and those of providers. For example, managers believed that competence of staff was a key factor in the service transaction, but this view was not supported by customers. Customers ranked facilities lower than service yet many providers have intested heavily in upgrading facilities rather than in service performance. It is also pointed out that more effort should be expended by providers in determining the needs and expectations of customers; traditional methods such as questionnaires are inadequate to identify real wants.