The assessment of perceived service quality dimensions of hotel industry in Bangladesh

Md. Alauddin; Syed Md. Hasib Ahsan; Md. Aktar Kamal; Mohammad Manjur Alam; Azizul Hassan

doi:10.31822/jomat.715717

EN

The assessment of perceived service quality dimensions of hotel industry in Bangladesh

Abstract

This research aims to identify the gaps between customer expectation and customer perception on service quality of the hotel industry in Bangladesh based on five dimensions of service quality, namely "reliability, responsiveness, assurance, empathy, and tangibles". This study surveyed 300 respondents from different tourist spots of Cox's Bazar and Saint Martin based on self-administered "modified SERVQUAL questionnaire". Data were analysed using "mean, reliability test, independent sample t-test and one –way ANOVA test and single analysis of variance (ANOVA)" via SPSS version 22. The study adopts a different statistical test based on the primary data. Results indicated that tourists' perceptions failed to light their demand on the service quality of hotel sectors in Bangladesh. Results also show that tourists' expectations and perceptions in the case of tangibles and empathy dimensions are not significant in an independent sample t-test based on Gender and nationality respectively. However, in one-way ANOVA t-tests based on age, educational background and occupation; there is a significant difference between customer expectations and perception in the case of only two dimensions, which is reliability and empathy. The outcomes are anticipated to provide necessary guidelines to the service entrepreneurs for boosting the customer satisfaction level by identifying the gaps of the hotel industry in Bangladesh.

Keywords

Service Quality (SQ), Customer Expectation, Customer Perception, SERVQUAL model, hotel, Bangladesh (BNG)

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Details

Primary Language

English

Subjects

Tourism (Other)

Journal Section

Research Article

Authors

Md. Alauddin This is me
0000-0002-8350-7557
Hong Kong

Syed Md. Hasib Ahsan This is me
Bangladesh

Md. Aktar Kamal This is me
Bangladesh

Mohammad Manjur Alam This is me
Bangladesh

Azizul Hassan ^*
0000-0002-0636-963X
United Kingdom

Publication Date

December 30, 2020

Submission Date

April 7, 2020

Acceptance Date

September 1, 2020

Published in Issue

Year 2020 Volume: 5 Number: 2

DOI

https://doi.org/10.31822/jomat.715717

IZ

https://izlik.org/JA46DS76YE

APA

Alauddin, M., Hasib Ahsan, S. M., Aktar Kamal, M., Manjur Alam, M., & Hassan, A. (2020). The assessment of perceived service quality dimensions of hotel industry in Bangladesh. Journal of Multidisciplinary Academic Tourism, 5(2), 105-114. https://doi.org/10.31822/jomat.715717

AMA

1.Alauddin M, Hasib Ahsan SM, Aktar Kamal M, Manjur Alam M, Hassan A. The assessment of perceived service quality dimensions of hotel industry in Bangladesh. Jomat. 2020;5(2):105-114. doi:10.31822/jomat.715717

Chicago

Alauddin, Md., Syed Md. Hasib Ahsan, Md. Aktar Kamal, Mohammad Manjur Alam, and Azizul Hassan. 2020. “The Assessment of Perceived Service Quality Dimensions of Hotel Industry in Bangladesh”. Journal of Multidisciplinary Academic Tourism 5 (2): 105-14. https://doi.org/10.31822/jomat.715717.

EndNote

Alauddin M, Hasib Ahsan SM, Aktar Kamal M, Manjur Alam M, Hassan A (December 1, 2020) The assessment of perceived service quality dimensions of hotel industry in Bangladesh. Journal of Multidisciplinary Academic Tourism 5 2 105–114.

IEEE

[1]M. Alauddin, S. M. Hasib Ahsan, M. Aktar Kamal, M. Manjur Alam, and A. Hassan, “The assessment of perceived service quality dimensions of hotel industry in Bangladesh”, Jomat, vol. 5, no. 2, pp. 105–114, Dec. 2020, doi: 10.31822/jomat.715717.

ISNAD

Alauddin, Md. - Hasib Ahsan, Syed Md. - Aktar Kamal, Md. - Manjur Alam, Mohammad - Hassan, Azizul. “The Assessment of Perceived Service Quality Dimensions of Hotel Industry in Bangladesh”. Journal of Multidisciplinary Academic Tourism 5/2 (December 1, 2020): 105-114. https://doi.org/10.31822/jomat.715717.

JAMA

1.Alauddin M, Hasib Ahsan SM, Aktar Kamal M, Manjur Alam M, Hassan A. The assessment of perceived service quality dimensions of hotel industry in Bangladesh. Jomat. 2020;5:105–114.

MLA

Alauddin, Md., et al. “The Assessment of Perceived Service Quality Dimensions of Hotel Industry in Bangladesh”. Journal of Multidisciplinary Academic Tourism, vol. 5, no. 2, Dec. 2020, pp. 105-14, doi:10.31822/jomat.715717.

Vancouver

1.Md. Alauddin, Syed Md. Hasib Ahsan, Md. Aktar Kamal, Mohammad Manjur Alam, Azizul Hassan. The assessment of perceived service quality dimensions of hotel industry in Bangladesh. Jomat. 2020 Dec. 1;5(2):105-14. doi:10.31822/jomat.715717

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