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Consumer perceptions of the quality of services in three hotel categories in Hong Kong

Department of Hotel and Tourism Management, The Hong Kong Polytechnic University

Raymond K. S. Chu

Department of Hotel and Tourism Management, The Hong Kong Polytechnic University, mm2chung{at}powernethk.com

This paper identified travellers’ perceptions of quality of hotel services and facilities among three hotel categories in Hong Kong: High-Tariff A, High-Tariff B and Medium-Tariff hotels. Using a factor analysis technique, the study generated seven hotel factors from 33 hotel attributes identified by the hotel guests. The seven hotel factors were ‘Staff Service Quality’, ‘Room Quality’, ‘General Amenities’, ‘Business Service’, ‘Value’, ‘Security’ and ‘IDD Facilities’. Results of ANOVA indicated that the ranking of the seven hotel factors was significantly different in the three hotel categories. Travellers’ mean ratings of their perceptions of hotel factors increased positively, according to the higher hotel category. The finding is typical, in the sense that when people pay more, they expect to get better quality services. The two most important hotel factors perceived by guests of High-Tariff A and High-Tariff B hotels were ‘Room Quality’ and ‘Staff Service Quality’, while the top priority for hotel guests staying at Medium-Tariff hotels was ‘Security’. Discussions and implications for future studies are also included in the study.

Key Words: consumer perceptions • hotel attributes • hotel categories • quality of services

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