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Service Quality

C/M/2502. Evaluation of service quality in Travelodge and Premier Inn hotels

WORDS:
2000
DATE:
2012
PRICE:
29.99 GBP

The paper presents an assessment of service quality via a mystery shopper technique in Travelodge and Premier Inn hotels. The background of both companies is described, the mystery shopper technique is explained, the service quality in Travelodge Southwark Hotel and Premier Inn Wembley Hotel is evaluated along the lines of the SERVQUAL model, recommendations are suggested to the management of the hotels.

 

KEYWORDS: service quality, Travelodge, Premier Inn, hotels, SERVQUAL, mystery shopper,

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