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Developing a service quality questionnaire for the hotel industry in Mauritius

Faculty of Law and Management, University of Mauritius, Reduit, Mauritius, rooma{at}uom.ac.mu

The evaluation of customer satisfaction is a primary goal for any service firm that would like to survive in this increasingly competitive market. Keeping tourists satisfied and delighted is even more important for the Mauritian tourism industry given that the destination faces fierce competition abroad. Developing a measure of hotel service quality is an important precursor to attracting and retaining tourists and hence ensuring the survival of hotels. SERVQUAL has been proposed as a generic measure of service quality that may be applicable to hotel services. The purpose of this study is to investigate whether SERVQUAL dimensions are pertinent to the hotel industry. Results from this study verify SERVQUAL dimensions, but demonstrate additional dimensions that are specific to the hotel sector.

Key Words: hotel customers • in-depth interviews • questionnaire • Mauritius • service quality • SERVQUAL • tourist satisfaction

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