Research of Service Quality in Sheraton Macao Hotel
Service quality is becoming an important part in hotel industry. Thus, it is significant to measure and find effectiveness of service quality based on customers’ satisfaction.The paper is a brief analysis of service gap in Sheraton Macao Hotel. According to the questionnaires and investigation, we hope to find out the customers’ satisfaction in Sheraton Macao hotel and whether Sheraton Macao Hotel can satisfy her customers.
Key words: Sheraton Macao Hotel, customers’ satisfaction.
1. Introduction
As the importance and size of the service sector of the global economy grows, the study of services and innovation are becoming increasingly important. In order to have a good relationships with customers, service provider need to appropriately adjust the quality of their customer service. Service quality is a major influence on customer satisfaction as customers buy products or services and on whether they continue to do so.
Macao is a place with all kinds of hotels, especially, five-star hotel. In recent, Sheraton Macao Hotel is located in Cotai Central in Cotai, Macao. Featuring two towers, Sky and Earth, Sheraton Macao Hotel is the largest hotel in Macau. With 3,896 well-appointed, modern and inviting guestrooms and suites, it's also Starwood Hotels & Resorts' largest hotel worldwide. This flagship Sheraton hotel is designed to offer all guests. Sheraton Macao Hotel hopes to provide her guests full lasting memories.
2. Literature Review
In the hotel industry, it is hard to tell the service is good or not just by the word from the employees or the guests. But, SERVQUAL provides a technology for measuring and managing service quality (Buttle 1995). And it compares the overall performance and the overall importance with five dimensions, which included tangibility, reliability, responsiveness, assurance, empathy.
In SERVQUAL, both - store service performance and consumer expectations of the hotel, are explicitly measured to assess the ‘gap’. Several
Key words: Sheraton Macao Hotel, customers’ satisfaction.
1. Introduction
As the importance and size of the service sector of the global economy grows, the study of services and innovation are becoming increasingly important. In order to have a good relationships with customers, service provider need to appropriately adjust the quality of their customer service. Service quality is a major influence on customer satisfaction as customers buy products or services and on whether they continue to do so.
Macao is a place with all kinds of hotels, especially, five-star hotel. In recent, Sheraton Macao Hotel is located in Cotai Central in Cotai, Macao. Featuring two towers, Sky and Earth, Sheraton Macao Hotel is the largest hotel in Macau. With 3,896 well-appointed, modern and inviting guestrooms and suites, it's also Starwood Hotels & Resorts' largest hotel worldwide. This flagship Sheraton hotel is designed to offer all guests. Sheraton Macao Hotel hopes to provide her guests full lasting memories.
2. Literature Review
In the hotel industry, it is hard to tell the service is good or not just by the word from the employees or the guests. But, SERVQUAL provides a technology for measuring and managing service quality (Buttle 1995). And it compares the overall performance and the overall importance with five dimensions, which included tangibility, reliability, responsiveness, assurance, empathy.
In SERVQUAL, both - store service performance and consumer expectations of the hotel, are explicitly measured to assess the ‘gap’. Several