PART 1
A. Comparing service quality of customers’ perceptions between domestic and international hotel. (T-test)
1) Courtesy
Table 1. Perceptions of the Participants regarding Courtesy
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Courtesy
4.09±1.10
4.73±0.52
-2.914
2.000
0.005
As most of the respondents of the study were from different places in the world, the way they perceived the importance of courtesy appeared to be varied as well. In Table 1, although a greater number of respondents said that they had higher perceptions regarding the courtesy of the staff members in the Grand Hyatt Beijing Hotel, the results of the participants’ responses in Beijing Hotel courtesy seemed to be slightly well-distributed also.
2) Guide
Table 2. Perceptions of the Participants regarding Guide
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Guide
4.85±0.44
4.87±0.43
-0.165
2.000
0.870
Generally, the participants of the study evaluated that the guides in both the Grand Hyatt Beijing Hotel and Beijing Hotel were very important to them, and they also mentioned that the guides were helpful and cooperative with them. They did not consider it a problem to easily interact with the guides of both the international and domestic hotels. As shown in Table 2, majority of the respondents strongly agreed that the guides of both the Grand Hyatt Beijing Hotel and Beijing Hotel were able to provide a wide variety of quality services with less waiting time. In fact, during the interview, most of the respondents commonly observed this factor.
3) Technology
Table 3. Perceptions of the Participants regarding Technology
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Technology
4.82±0.53
4.97±0.18
-1.463
2.000
0.149
Tourists are able to quickly feel at home when the hotel’s technologies are well updated. As this survey revealed, the Beijing Hotel and the Grand Hyatt Beijing Hotel in China were doing a relatively good job in making sure that their technologies make their guests very accommodated. See Table 3 for the distribution of the participants’ perceptions with regards to the technologies of the 2 hotels involved.
4) Checkout
Table 4. Perceptions of the Participants regarding Checkout
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Checkout
4.67±0.88
4.57±0.79
0.427
2.000
0.671
As most of the respondents of the study were from different places in the world, the way they perceived the importance of checkout appeared to be varied as well. In Table 4, although a greater number of respondents said that they had higher perceptions regarding the efficient checkout mechanisms in Beijing Hotel, the results of the participants’ responses in Grand Hyatt Beijing Hotel’s checkout mechanisms seemed to be slightly well-distributed also.
5) Check in
Table 5. Perceptions of the Participants regarding Checkout
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Check in
4.70±0.81
4.57±0.63
0.709
2.000
0.481
Generally, the participants of the study evaluated that the check in mechanisms in both the Grand Hyatt Beijing Hotel and Beijing Hotel were very important to them, and they also mentioned that the check in mechanisms were helpful in guaranteeing their security. As shown in Table 5, majority of the respondents strongly agreed that the check in mechanisms of both Grand Hyatt Beijing Hotel and Beijing Hotel were able to provide a great quality of security to them. In fact, during the interview, most of the respondents commonly observed this factor.
6) Rooms
Table 6. Perceptions of the Participants regarding Rooms
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Rooms
4.79±0.48
4.90±0.31
-1.086
2.000
0.282
Tourists are able to quickly feel at home when the hotel’s rooms are clean and comforting. As this survey revealed, the Beijing Hotel and the Grand Hyatt Beijing Hotel in China were doing a relatively good job in making sure that the rooms that they offer to their guests are very clean and refreshing. See Table 6 for the distribution of the participants’ perceptions with regards to the rooms of the 2 hotels involved.
7) Food
Table 7. Perceptions of the Participants regarding Food
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Food
4.76±0.75
4.70±0.65
0.324
2.000
0.747
As most of the respondents of the study were from different places in the world, the way they perceived the importance of food appeared to be varied as well. In Table 7, although a greater number of respondents said that they had higher perceptions regarding the excellent food in Beijing Hotel, the results of the participants’ responses in Grand Hyatt Beijing Hotel’s food quality seemed to be slightly well-distributed also.
8) Flow Service
Table 8. Perceptions of the Participants regarding Flow Service
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Flow service
4.55±0.87
4.27±0.69
1.399
2.000
0.167
Generally, the participants of the study evaluated that the flow service in both the Grand Hyatt Beijing Hotel and Beijing Hotel were very important to them, and they also mentioned that the efficient flow service were critical in making every minute of their stay in the hotels worthwhile. As shown in Table 8, majority of the respondents strongly agreed that the flow service of both Grand Hyatt Beijing Hotel and Beijing Hotel were able to provide a great quality of time to them. In fact, during the interview, most of the respondents commonly observed this factor.
9) Promptness
Table 9. Perceptions of the Participants regarding Promptness
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Promptness
4.36±0.82
4.57 ±0.73
-1.033
2.000
0.306
Tourists are able to quickly feel at home when the hotel’s services are always delivered quickly and promptly. As this survey revealed, the Beijing Hotel and the Grand Hyatt Beijing Hotel in China were doing a relatively good job in making sure that the services that they offer to their guests were fast and efficient. See Table 9 for the distribution of the participants’ perceptions with regards to the promptness of the services of the 2 hotels involved.
10) Timeliness
Table 10. Perceptions of the Participants regarding Timeliness
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Timeliness
4.76±0.79
4.80±0.41
-0.263
2.000
0.793
As most of the respondents of the study were from different places in the world, the way they perceived the importance of the timeliness of the hotel services appeared to be varied as well. In Table 10, although a greater number of respondents said that they had higher perceptions regarding the timeliness of the services in Grand Hyatt Beijing Hotel, the results of the participants’ responses in Beijing Hotel’s timeliness of services seemed to be slightly well-distributed also.
B. Comparing service quality of customers’ expectations between domestic and international hotel. (T-test)
1) Courtesy
Table 11. Expectations of the Participants regarding Courtesy
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Courtesy
4.73±0.45
4.97±0.18
-1.003
2.000
0.320
Generally, the participants of the study expected that the courtesy of the staff members in both the Grand Hyatt Beijing Hotel and Beijing Hotel would be very well observed, and they also mentioned that courtesy of the hotel staff was critical in making every minute of their stay in the hotels worthwhile. As shown in Table 11, majority of the respondents strongly agreed that the courtesy of the staff members of both Grand Hyatt Beijing Hotel and Beijing Hotel would be able to provide a great quality of time to them. In fact, during the interview, most of the respondents commonly observed this factor.
2) Guide
Table 12. Expectations of the Participants regarding Guide
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Guide
4.70±0.59
4.20±0.66
3.156
2.000
0.002
Tourists are able to quickly feel at home when the hotel’s guides are always active and ready to help their customers. As this survey revealed, the Beijing Hotel and the Grand Hyatt Beijing Hotel in China must make sure that the guides that they hire to help their guests are active and efficient. This was because there was a high range of expectations that registered for both Beijing Hotel and Grand Hyatt Beijing Hotel. See Table 12 for the distribution of the participants’ expectations with regards to the guides of the 2 hotels involved.
3) Technology
Table 13. Expectations of the Participants regarding Technology
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Technology
4.52±0.57
4.63±0.67
-0.760
2.000
0.450
As most of the respondents of the study were from different places in the world, the way they expected the importance of the technologies of the hotels appeared to be varied as well. In Table 13, although a greater number of respondents said that they had higher expectations regarding the technologies in Grand Hyatt Beijing Hotel, the results of the participants’ responses in Beijing Hotel’s technologies seemed to be slightly well-distributed also.
4) Checkout
Table 14. Expectations of the Participants regarding Checkout
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Checkout
4.76±0.44
4.80±0.48
-0.366
2.000
0.715
Generally, the participants of the study expected that the checkout mechanisms in both the Grand Hyatt Beijing Hotel and Beijing Hotel would be very well observed, and they also mentioned that the checkout mechanism was critical in making every minute of their stay in the hotels worthwhile. As shown in Table 14, majority of the respondents strongly agreed that the checkout mechanisms of both Grand Hyatt Beijing Hotel and Beijing Hotel would be able to provide a great quality of time to them. In fact, during the interview, most of the respondents commonly observed this factor.
5) Check in
Table 15. Expectations of the Participants regarding Check in
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Check in
4.70±0.81
4.83±0.38
-0.842
2.000
0.403
Tourists are able to quickly feel secured when the hotel’s check in mechanisms are always ready to help them secure their privacy. As this survey revealed, the Beijing Hotel and the Grand Hyatt Beijing Hotel in China must make sure that the check in mechanisms that they use to guarantee their guests’ privacy must be efficient. This was because there was a high range of expectations that registered for both Beijing Hotel and Grand Hyatt Beijing Hotel. See Table 12 for the distribution of the participants’ expectations with regards to the check in mechanisms of the 2 hotels involved.
6) Rooms
Table 16. Expectations of the Participants regarding Rooms
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Rooms
4.88±0.33
4.87±0.35
0.142
2.000
0.888
As most of the respondents of the study were from different places in the world, the way they expected the importance of rooms of the hotels appeared to be varied as well. In Table 16, although a greater number of respondents said that they had higher expectations regarding the rooms in Beijing Hotel, the results of the participants’ responses in Grand Hyatt Beijing Hotel’s rooms seemed to be slightly well-distributed also.
7) Food
Table 17. Expectations of the Participants regarding Food
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Food
4.73±0.45
4.70±0.53
0.219
2.000
0.827
Generally, the participants of the study expected that the food in both the Grand Hyatt Beijing Hotel and Beijing Hotel would be very delicious and tasty, and they also mentioned that the food was critical in making every minute of their stay in the hotels worthwhile. As shown in Table 17, majority of the respondents strongly agreed that the quality of foods of both Grand Hyatt Beijing Hotel and Beijing Hotel would be able to provide a great level of satisfaction to them. In fact, during the interview, most of the respondents commonly observed this factor.
8) Flow Service
Table 18. Expectations of the Participants regarding Flow Service
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Flow service
4.73±0.45
4.77±0.43
-0.353
2.000
0.725
Tourists are able to quickly feel impressed when the hotel’s flow service is always quick and ready to help them. As this survey revealed, the Beijing Hotel and the Grand Hyatt Beijing Hotel in China must make sure that the flow service systems that they use to guarantee their guests’ comfortable stay must be efficient. This was because there was a high range of expectations that registered for both Beijing Hotel and Grand Hyatt Beijing Hotel. See Table 18 for the distribution of the participants’ expectations with regards to the flow service of the 2 hotels involved.
9) Promptness
Table 19. Expectations of the Participants regarding Promptness
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Promptness
4.76±0.50
4.57±0.50
2.933
2.000
0.005
As most of the respondents of the study were from different places in the world, the way they expected the importance of promptness of services of the hotels appeared to be varied as well. In Table 19, although a greater number of respondents said that they had higher expectations regarding the promptness of the services in Beijing Hotel, the results of the participants’ responses in Grand Hyatt Beijing Hotel’s promptness of services seemed to be slightly well-distributed also.
10) Timeliness
Table 20. Expectations of the Participants regarding Timeliness
Variable
Domestic hotel
Mean±SD
International
hotel
Mean±SD
Estimated t
Critical t
Significance level
Timeliness
4.82±0.47
4.73±0.52
0.683
2.000
0.497
Generally, the participants of the study expected that the timeliness of the services in both the Grand Hyatt Beijing Hotel and Beijing Hotel would be very well observed, and they also mentioned that the timeliness of the services was critical in making every minute of their stay in the hotels worthwhile. As shown in Table 20, majority of the respondents strongly agreed that the timeliness of services of both Grand Hyatt Beijing Hotel and Beijing Hotel would be able to provide a great level of satisfaction to them. In fact, during the interview, most of the respondents commonly observed this factor.
Credit:ivythesis.typepad.com
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