Service Quality of Five Star Hotels in Bangladesh: An Empirical Assessment

Asian Business Review (ABR), ISSN: 2304-2613, Volume 2/2 2013 (4th Issue) pp 67-72

Posted: 25 Jan 2016

See all articles by Md. Nur-E-Alam Siddique

Md. Nur-E-Alam Siddique

ASA University Bangladesh (ASAUB); Universiti Kebangsaan Malaysia (UKM)

Mst. Akhter

ASA University Bangladesh

Abdullah Masum

ASA University Bangladesh

Date Written: November 2, 2013

Abstract

Although the importance of service quality and service quality measurement have been recognized, there are limited researches that have addressed the structure and antecedents of the concept for the hotel industry in Bangladesh. The clarification of the dimensions of service quality is inevitable for the managers in the hotel industry as these identify the bundles of service attributes consumers find important. Therefore, this study aims to measure the service quality from the customers' perspective of five star hotels in Bangladesh based on the SERVQUAL model. Three five star hotels (Ruposhi Bangla Hotel, Pan Pacific Sonargaon Hotel, and Radison Water Garden Hotel) out of four were selected for the purpose of the study. The study is based on the primary data collected from the respondents with the help of a self-administered questionnaire to measure the perception of service quality characteristics of the five star hotels. Data analysis has been done using SPSS software and a factor analysis has been conducted to measure the differences among the factors affecting service quality perceptions. To measure the service quality gap, five dimensions related to hotel industry were identified. The analysis shows that the service quality of the five star hotels is highly dependent on the physical appearance, interior decoration, food quality, behavior of the employees, security system, and customized services given to individual customers.

Keywords: Service Quality, Service Gap, Five Star Hotels, Perception, Bangladesh

Suggested Citation

Siddique, Md. Nur-E-Alam and Akhter, Mst. and Masum, Abdullah, Service Quality of Five Star Hotels in Bangladesh: An Empirical Assessment (November 2, 2013). Asian Business Review (ABR), ISSN: 2304-2613, Volume 2/2 2013 (4th Issue) pp 67-72 , Available at SSRN: https://ssrn.com/abstract=2721592

Md. Nur-E-Alam Siddique

ASA University Bangladesh (ASAUB) ( email )

Shyamoli
Dhaka
Bangladesh
008801712441243 (Phone)

Universiti Kebangsaan Malaysia (UKM) ( email )

Bangi, Selangor 43600
Malaysia

Mst. Akhter

ASA University Bangladesh ( email )

Shyamoli
Dhaka
Bangladesh
008801710105549 (Phone)

Abdullah Masum (Contact Author)

ASA University Bangladesh ( email )

Shyamoli
Dhaka
Bangladesh

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