| Autor: |
Motha, Senamile H. D., Hermann, Uwe P., Lenhard, Antje I. |
| Předmět: |
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| Zdroj: |
African Journal of Hospitality, Tourism & Leisure; Aug2022, Vol. 11 Issue 4, p1395-1407, 13p |
| Abstrakt: |
This study seeks to investigate the quality of services as perceived by tourists’ staying at a selected hotel franchise in South Africa. A questionnaire was used to collect data from the overnight guests that had stayed at this hotel franchise. The 5 dimensions of the LODGSERV model, namely; reliability, responsiveness, assurance, empathy and tangibles were measured. Cronbach’s Alpha was employed to test the reliability of the study concepts and their attributes. A Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) was employed to determine if the model is significant and whether the model is a good fit. The findings of the study suggest that the respondents are generally satisfied with the service quality at this hotel franchise. The tangibles dimension made up the largest portion of the hotel service offering. A service gap was found in the reliability dimension, however; responsiveness, assurance, empathy and tangibles were all significant and fit the research model. This hotel franchise is in good standing as far as the provision of quality services are concerned. Therefore, it needs not only to maintain those standards but should endeavour to devise ways and means to enhance them, which will lead to higher customer satisfaction. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Complementary Index |
| Externí odkaz: |
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