Measuring Customer Perceptions of Hotel Service Quality Based on a SERVPERF Approach

被引：7
|
作者：
Li, Zhihui [1 ]
机构：
[1] Beijing Inst Petrochem Technol, Dept Tourism, Beijing, Peoples R China
来源：
JOURNAL OF CHINA TOURISM RESEARCH | 2010年 / 6卷 / 01期
关键词：
Service quality; hotel industry; reliability analysis; validity analysis; ANOVA;
D O I：
10.1080/19388160903586547
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The objective of the research was to empirically examine customer perceptions of service quality in the tourist hotel industry using a SERVPERF approach. To investigate this, 761 tourists visiting Beijing were interviewed. Among these tourists 195 were Chinese, 189 Korean, 192 Japanese, and 185 American. Validity and reliability analysis of data and analysis of variance (ANOVA) were adopted. Some suggestions were offered for improvement of international marketing strategies in the hotel industry.
引用
收藏
页码：22 / 28
页数：7
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