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Cultural Impact On Customer Perception Of Service Quality In The Hotel Industry: A Comparative Study Of Eastern And Western Respondents, Jing Fen Chiang
Cultural Impact On Customer Perception Of Service Quality In The Hotel Industry: A Comparative Study Of Eastern And Western Respondents, Jing Fen Chiang
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The purpose of the study was to investigate cultural aspects that influence customer perception of service quality in the hotel industry, specifically those that influence Eastern and Western respondents. A questionnaire was developed to assess cultural differences on perceptions, which included a modified version of the SERVQUAL scales, an instrument used to measure service quality. The convenience sample consisted of students enrolled in the MBA program at a Western university (N=152; Eastern=57.9%, Western=34.9%, Other=7.2%). Findings indicated that there were no significant differences between Eastern and Western cultures in perceptions of service quality. A sample questionnaire is included.