(Ibrahim Giritlioglu, 2014) The aim of this study was threefold: first, to develop an instrument to evaluate food and beverage service quality in spa hotels; second, to identify aspects of food and beverage service quality of which customers had the highest expectations, i.
e. the key dimensions of food and beverage service quality in spa hotels; third, to measure customer perceptions of the spa hotels in this study and to identify those dimensions with the largest gap between customer expectations and perceptions. A self-administrated questionnaire was distributed to 331 customers at four different spa hotels in Balikesir, Turkey. Exploratory and confirmatory factor analysis was used to identify service quality dimensions. Customer expectations, perceptions and gaps between expectations and perceptions for each dimension were measured. Key dimensions for food and beverage service quality in spa hotels were identified and a reliable instrument for measuring provision was developed.(Ana Salazar, 2010) The purpose of this paper is to present a scale for service quality evaluation in the hospitality sector.
This scale has two aims: to assess the dimensions and attributes consumers use when evaluating the quality of the service provided by hotels, and to determine what influence service quality perceptions have on consumer behaviour, namely on customer intentions to return and to recommend the hotel. The methodology used to develop the scale was divided into three stages: first, two well?known models (SERVQUAL with direct formulation and SERVPERF) were tested in 32 hotels, through 532 questionnaires. As these models were not conclusive, a second phase took place: 109 in?depth interviews were conducted to assess the relevant factors or attributes for consumers during a hotel stay, both for the holiday and business segments. Based on the results of the interviews, a questionnaire was designed to evaluate service quality provided by four and five star hotels. On this third phase, a sample of 257 respondents/hotel customers was achieved. The main results point to the existence of five dimensions: room (tangibles and service); feelings; restaurant service; tangibles (location, exterior and restaurant) and reception.(Christian Grönroos, 1984) Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers.
Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. The findings of the study show that quality dimensions are interrelated and that the importance of image should be recognised.(Amy Wong Ooi Mei, 1999) Examines the dimensions of service quality in the hospitality industry by extending the SERVQUAL scale to include eight new items that specifically pertain to the hospitality industry. A total of 1,000 questionnaires were distributed at five mid?luxury hotels in Australia during July to October 1998 and a response rate of 15.
5 per cent was achieved. The results showed that service quality is represented by three dimensions in the hospitality industry, relating to employees (behaviour and appearance), tangibles and reliability, and the best predictor of overall service quality is the dimensions referred to as employees. The findings also show that the one?column format questionnaire provides a valid and reliable, but much shorter, survey. The major implication for managers is that improvements in the behaviour and appearance of their employees is most likely to enhance consumer perceptions of service quality.