Customer satisfaction and SERVQUAL: The case of Invercargill’s 4 star-plus motels
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Authors
Wu, Jinke
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Degree
Master of Applied Management
Grantor
Southern Institute of Technology (SIT)
Date
2021
Supervisors
Perry, Martin
Type
Masters Dissertation
Ngā Upoko Tukutuku (Māori subject headings)
Keyword
Invercargill (N.Z.)
New Zealand
motels
customer satisfaction
customer service
surveys
New Zealand
motels
customer satisfaction
customer service
surveys
ANZSRC Field of Research Code (2020)
Citation
Wu, J. (2021). Customer satisfaction and SERVQUAL: The case of Invercargill’s 4 star-plus motels. (Unpublished document submitted in partial fulfilment of the requirements for the degree of Master of Applied Management). Southern Institute of Technology (SIT), New Zealand. https://hdl.handle.net/10652/5578
Abstract
This research studies the service quality and customer satisfaction with four 4-star plus motels in Invercargill. The three research questions are: first, find the source of high customer satisfaction, then find the source of low customer satisfaction, and finally give suggestions on the aspects of low customer satisfaction.
The research adopts a positivist research philosophy. The explanatory research uses questionnaires based on SERVQUAL(Service Quality) to collect quantitative data with 91 valid questionnaires received.
The research results distinguish respondents between those with low and high customer satisfaction with the service. Four aspects of low satisfaction and eight aspects of high customer satisfaction are identified. This study found that high-star motels did an excellent job of intangible services, which is in line with the 4-star plus rating given by Qualmark. The difference from previous research findings is that 4-star plus motels have more significant problems in physical facilities.
The study recommends that the managers of motels can make improvements based on low customer satisfaction, pay attention to the investment and improvement of tangible facilities, and maintain good aspects of intangible services. Future researchers can study the differences in customer satisfaction in different accommodation industries
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Attribution-NonCommercial 4.0 International