Measuring service quality in Macau luxury hotels using the QFD method: a case study Online publication date: Tue, 12-Jul-2016
by Chen-Kuo Pai; Shun-Hsing Chen; David Hinds
International Journal of Services Technology and Management (IJSTM), Vol. 22, No. 1/2, 2016
Abstract: With the vigorous development of its gaming industry, Macau has become a very popular tourist destination and many well-known brands in the hospitality industry have entered this highly competitive market. In order to improve service quality and maximise customer satisfaction, it is critical for hotels in this region to clearly understand the true needs of their customers. This study applied the quality function deployment (QFD) method to empirical data collected from 280 Macau customers at three hotels, four Macau hospitality managers, and one academic expert. The resulting customer requirement weights and improvement priorities can be used by hotel administrators to assess their current service offerings and to make adjustments as needed to achieve service quality assurance. Further, the study shows how the QFD method, with some modifications, can be applied more generally by tourism and economic development agencies in creating programs which support improvement priorities across an entire region.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services Technology and Management (IJSTM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com