Date of Award
2006
Document Type
Project
Degree Name
Master of Business Administration
Department
College of Business and Public Administration
First Advisor
Razzouk, Nobil
Second Advisor
Seitz, Victoria
Third Advisor
Johar, Jotindar
Abstract
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.
Recommended Citation
Chiang, Jing Fen, "Cultural impact on customer perception of service quality in the hotel industry: A comparative study of Eastern and Western respondents" (2006). Theses Digitization Project. 3041.
https://scholarworks.lib.csusb.edu/etd-project/3041
