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

Abstract

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.

本文通过实证研究并利用SERVPERF方法对酒店服务质量测量工具，即量表进行信度和效度检验，据此测定来自不同国家旅京游客感知的酒店服务质量。为此，对入住酒店的761名游客进行了问卷调查，其中包括195名中国游客, 189名韩国游客，192名日本游客和185名美国游客。本文对样本数据进行了信度分析、效度分析和方差分析以得出研究结果，并提出相关建议。

Keywords:

• Service quality
• hotel industry
• reliability analysis
• validity analysis
• ANOVA

关键词:

• 服务质量
• 酒店业
• 信度分析
• 效度分析
• 方差分析