Measuring Service Quality in the Hotel Industry: Evidences from Northern Cyprus

ABSTRACT

This study sets out to assess the level of service quality and customer satisfaction provided by hotels in Northern Cyprus, using a SERVPERF scale. For this purpose, the translated instrument was administered to 189 hotel customers in the region. The results of exploratory factor analysis revealed that the SERVPERF scale proved to be of two-dimensional structure in character. Tangibles and intangibles were found by stepwise regression analysis to be important determinants of customer satisfaction. Additionally, SERVPERF scores gave a good prediction of overall customer satisfaction. Possible management actions suggested by the present evidence are also discussed.

Keywords:

• customer satisfaction
• service quality
• hotel industry
• Northern Cyprus