Global ETD Search

11	Cultural impact on customer perception of service quality in the hotel industry: A comparative study of Eastern and Western respondents Chiang, Jing Fen 01 January 2006 (has links) 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. Hospitality industry Customer services Consumer satisfaction Research Chinese students United States Attitudes Chinese students Attitudes Consumer satisfaction Research Graduate students Attitudes Hospitality industry Customer services Marketing research. Marketing