Integrative framework of service quality evaluation in services industry : a two stage model : application to Águahotels Group

• Autor(a) principal: Coelho, Inês Filipa Terras
• Data de Publicação: 2015
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10400.14/20054
• topic: Domínio/Área Científica::Ciências Sociais::Economia e Gestão

This dissertation aims to offer an integrative framework of the service quality analysis in services industry in which a two stage analysis model applied to ÁguaHotels Group is used. This method allows for the simultaneous analysis of the customers’ perspective about the service experienced (guests’ assessment) and the company’s internal assessment of the service provided (company employees’ assessment). The two stage model focus on the following models: (1) the Servqual model and (2) the Gaps Model of Service Quality. This dissertation aims to answer four research questions: (1) How can companies assess customer expectations and perceptions of service quality? (2) What are the critical service quality dimensions identified by the customers? (3) How can companies assess their internal service provider Gaps? (4) What are the critical service quality areas in the hotel? Previous research stated that the service quality performed by a company is one of the most important issues in service management. And, due to the high level of customer contact, the hospitality industry is characterized for being particularly sensitive to this issue. Two surveys were conducted to answer to the research questions. The findings from the present research provide ÁguaHotels Vale da Lapa with critical information regarding the customers’ expectations, the perceptions of service quality and also the critical performance measures that need to be addressed. A set of recommendations is provided.