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...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
AfricaJournals
2016-08-01
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| Series: | African Journal of Hospitality, Tourism and Leisure |
| Subjects: | |
| Online Access: | http://www.ajhtl.com/uploads/7/1/6/3/7163688/article_30_vol_5__4_.pdf |