Measuring Service Quality in Hotel Industry
Nowadays, hoteliers, which mostly are customer-focused, do not simply rely on their strategies to meet their customers' expectation but also to make their visit become memorable. The hotel industry needs to be a customer-centered which is to fulfill their customers� needs. Customers have a mo...
| Main Authors: | , |
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| Format: | Thesis |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: |
| _version_ | 1797033304637046784 |
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| author | , SHAFA RATTRI UTAMI , Elena Louicellier |
| author_facet | , SHAFA RATTRI UTAMI , Elena Louicellier |
| author_sort | , SHAFA RATTRI UTAMI |
| collection | UGM |
| description | Nowadays, hoteliers, which mostly are customer-focused, do not simply rely on
their strategies to meet their customers' expectation but also to make their visit become
memorable. The hotel industry needs to be a customer-centered which is to fulfill their
customers� needs. Customers have a more complex and unique demand, so this leads
hoteliers to often fail in understanding both customers� expectation and perceptions.
Customers want not only satisfaction, they want experience. Customer experience
management is now emerging that hotels consider not only to exceeding the expectation
but also delighting their customers. This research is an attempt to analyze more about
customers� needs with the help of "the five service quality gap" model available in
literature explaining about what are the gaps which might exist at various conditions. |
| first_indexed | 2024-03-13T22:51:52Z |
| format | Thesis |
| id | oai:generic.eprints.org:120142 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:51:52Z |
| publishDate | 2013 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1201422016-03-04T08:43:11Z https://repository.ugm.ac.id/120142/ Measuring Service Quality in Hotel Industry , SHAFA RATTRI UTAMI , Elena Louicellier ETD Nowadays, hoteliers, which mostly are customer-focused, do not simply rely on their strategies to meet their customers' expectation but also to make their visit become memorable. The hotel industry needs to be a customer-centered which is to fulfill their customers� needs. Customers have a more complex and unique demand, so this leads hoteliers to often fail in understanding both customers� expectation and perceptions. Customers want not only satisfaction, they want experience. Customer experience management is now emerging that hotels consider not only to exceeding the expectation but also delighting their customers. This research is an attempt to analyze more about customers� needs with the help of "the five service quality gap" model available in literature explaining about what are the gaps which might exist at various conditions. [Yogyakarta] : Universitas Gadjah Mada 2013 Thesis NonPeerReviewed , SHAFA RATTRI UTAMI and , Elena Louicellier (2013) Measuring Service Quality in Hotel Industry. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=60162 |
| spellingShingle | ETD , SHAFA RATTRI UTAMI , Elena Louicellier Measuring Service Quality in Hotel Industry |
| title | Measuring Service Quality in Hotel Industry |
| title_full | Measuring Service Quality in Hotel Industry |
| title_fullStr | Measuring Service Quality in Hotel Industry |
| title_full_unstemmed | Measuring Service Quality in Hotel Industry |
| title_short | Measuring Service Quality in Hotel Industry |
| title_sort | measuring service quality in hotel industry |
| topic | ETD |
| work_keys_str_mv | AT shafarattriutami measuringservicequalityinhotelindustry AT elenalouicellier measuringservicequalityinhotelindustry |