Year 2020, Volume 5 , Issue 2, Pages 105 - 114 2020-12-30

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

Md. ALAUDDİN [1] , Syed Md. HASİB AHSAN [2] , Md. AKTAR KAMAL [3] , Mohammad MANJUR ALAM [4] , Azizul HASSAN [5]


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.
Service Quality (SQ), Customer Expectation, Customer Perception, SERVQUAL model, hotel, Bangladesh (BNG)
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Primary Language en
Subjects Hospitality Leisure Sport and Tourism
Journal Section Research Articles
Authors

Orcid: 0000-0002-8350-7557
Author: Md. ALAUDDİN
Institution: City University of Hong Kong
Country: Hong Kong


Author: Syed Md. HASİB AHSAN
Institution: International Islamic University Chittagong
Country: Bangladesh


Author: Md. AKTAR KAMAL
Institution: Bangladesh University of Professionals
Country: Bangladesh


Author: Mohammad MANJUR ALAM
Institution: International Islamic University Chittagong
Country: Bangladesh


Orcid: 0000-0002-0636-963X
Author: Azizul HASSAN (Primary Author)
Institution: The Tourism Society
Country: United Kingdom


Dates

Publication Date : December 30, 2020

APA Alauddi̇n, M , Hasi̇b Ahsan, S , 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 . DOI: 10.31822/jomat.715717