Using Service Quality Expectations as a Criterion to Segment International Tourists in the Hospitality Industry

Abstract

This paper reports findings with respect to the possibility of classifying international tourists on the basis of their quality expectations in hotels of Mauritius, an economy where tourism plays a crucial role in reducing the Balance of Payments deficit problem.

Discovering which characteristics are most relevant for the international tourist market is important for the hospitality industry as it can provide means where they can adapt their offer and enable their customers to attain the highest degree of satisfaction. This study highlights some empirical considerations when using service quality as a basis for market segmentation. The study indicates that the segmentation proposed is operational and that, in general, the aspects for which the customers have greater expectations are those which influence their satisfaction to a greater extent. Finally, managerial implications are discussed based on the results of the study.

Key Words:

• Service quality
• international tourists
• expectations criterion
• segmentation
• demographic characteristics