Service quality : a case study on Hotel Re!
Poh, Sharon Kai Wei.
Sim, Kelly Hui Ling.
Date of Issue2010
College of Business (Nanyang Business School)
Service quality is recognized as a component of customer satisfaction, and thus it is a key differentiating point in the hospitality industry. This research explores service quality in the boutique hotel sector. A case study was conducted on one particular boutique hotel in Singapore. A well-established service quality measurement tool, HOLSERV, was applied in conjunction with the Gaps Model of Service Quality in the analysis. Surveys and interviews were conducted with the guests, hotel management and staff to obtain the basis for the evaluation. Key findings of the study confirm the reliability of the five service quality dimensions, and Tangibles was found to be the most important dimension, which differs from the original HOLSERV study. From the analysis, problems were identified and recommendations were then proposed to provide opportunities for the subject hotel to further enhance its service quality.
Final Year Project (FYP)
Nanyang Technological University