Tangibility :
Tangibility Tangibility refers to quality of attributes and physical evidence of service. Physical aspects of hotel services including the appearance of physical facilities, equipment, personnel and communications materials.
SERVQUAL Adjusted Items Description
Modern looking equipment, fixtures and fittings
Having neat and professional employees
Comfortable fixture and fittings
Generally clean equipment and facilities
Having variety
Reliability :
Reliability Ability to perform the service dependably and accurately
SERVQUAL Adjusted Items Description
Promising to provide a service and doing so.
Responsiveness :
Responsiveness Ability of service provider to respond to customer needs on a timely basis.
The willingness of hotel personnel both to help customers and provide prompt services.
SERVQUAL Adjusted Items Description
Telling guests exactly when the services will be performed
Always willing to help
Never too busy to responding to guests’ requests
Assurance :
Assurance Employees’ knowledge courtesy and ability to instill confidence that mean Knowledge and courtesy of hotel employees and their ability to convey trust and confidence.
SERVQUAL Adjusted Items Description
Feeling safe in the delivery of services
Feeling safe and secure in their stay
Having polite and courteous employees
Having the knowledge to answer questions
Having the skill to perform the service
Empathy :
Empathy Ability to show caring, individualized attention to hotel customers or high level attention to customers.
SERVQUAL Adjusted Items Description
Giving individual attention
Having guests’ best interests at heart
Understanding guests’ specific needs.