C/M/142. Dissertation. Measuring service quality in a Hotel

This dissertation measures service quality in a UK hotel. The paper starts with the presentation of objectives. The literature review outlines the importance of service quality, its link with customer satisfaction and overall business performance. Since the measurement of service quality is based on SERVQUAL model, the literature review describes its principles and limitations. The measurement of service quality is made with the involvement of middle-east customers, hence literature review outlines the specific features of middle-east culture. The methodological part justifies the use of phenomenological case study, explains the use of questionnaires as primary data collection tools. The analysis is based on the use of the factor analysis and measures the gap between expected and perceived service quality.