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Hotel service quality in Hong Kong: A study of tourists' expectations

Department of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong, HMVHEUNG{at}POLYU.EDU.HK

M.Y. Wong

School of Business, University of Hong Kong

The study aims to measure travellers' capectations of service quality for Hong Kong hotels and to compare the service expectations of business and leisure visitors. A total of 200 travellers were surveyed. The instrument used was LODGSERV (a multiple-item scale desigited to measure service quality in the hotel industry based on five dimensions ; Reliability, Assurance, Responsiveness, Tangibles and Empathy). It was found that travellers, whether on business or pleasure, have high expectations of service quality in Hong Kong hotels. However, there are differences in the various dimensions. 'Responsiveness' and 'Empathy' are more important to business travellers than leisure travellers. In order to compete successfully in the hotel industry, management must know what their customers expect and provide services to meet their expectations. Since there are differences in the levels of service expectation between business and leisure travellers, management should address those differences accordingly.

Key Words: Hong Kong • hotel service quality • tourist expectation • hotel marketing

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