From SERVQUAL to HOTSPERF: Towards the Development and Validation of an alternate Hotel Service Quality Measurement Instrument.

By adopting and adapting the SERVQUAL instrument and factoring in aspects of SERVPERF, the proposed instrument (HOTSPERF) was developed and validated through a survey using a self-administered questionnaire, conducted among a systematic sample of 1200 guests from a cluster of graded Ethiopian hotels...

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Bibliographic Details
Main Authors: Orthodox Tefera, Krishna Govender
Format: Article
Published: AfricaJournals 2016-08-01
Series:African Journal of Hospitality, Tourism and Leisure
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