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Hotel Responsiveness Model

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When hotel providing a high standards of quality of service can lead to high levels of guest satisfaction (Suki & Suki, 2013) and based on a wide range of common quality of service measurement models SERVQUAL (Cronin & Taylor, 1992) and its five dimensions, including tangibility, reliability, responsiveness, assurances and empathy, have conceptualized the hypotheses of the study to determine the relationship between SERVQUAL and the guest satisfaction structure (Zeithaml, et al., 1996).

a. Tangibility
For the first dimension in SERVQUAL which is tangibility refers to the appearance of physical facilities (Parasuraman, et al., 1988). In the hotel industry, it can include a reception, a general premises cleaning, and etc. Its factors related …show more content…

c. Responsiveness
The third dimension of responsiveness refers to the willingness to help guests and provide real-time services to meet guest needs and wants (Parasuraman, et al., 1988), this dimensions are related to immediate feedback and easy access (Polatoglu & Ekin, 2001) may also is important effect on guest satisfaction (Glaveli et al., 2006; Mengi, 2009; Kheng et al., 2010).
Guest is more expect the staff provides an exact information, such as the breakfast time during the check-in process. If the front office staff is willing to help a guest, we can say that the staff is friendly to the guest. That means when a guest check-in, guest may wait a long time for the front office staff respond. When front office staff can check-in fast and correctly, guest will feel satisfaction due to the guest doesn't like to wait too long while check-in or check-out because this will cost a lot of time, and the other thing is they will loss patient for the front office staff. Thus, the following hypotheses are proposed:
H3: There is a significant relationship between the dimension responsiveness of service quality and customer …show more content…

e. Empathy
The author of Parasuraman defined that empathy is considered to be the caring, personal attention that the hotel provides for their guests (Parasuraman et al., 1988;Soteriou & Zenios, 1997) its attention is very important because this can lead to guest satisfaction (Kumar et al., 2010;Suki & Suki, 2013).
Since English is an international language, when staffs have fluent English, they can easily to understand guests require and complaint and they can handle it very well or they will deliver a wrong service or information to the guest. When staffs are enthusiastic to assist hotel guests also will increase the satisfaction. Effectively communicate with the guest is key successful of hotel work. Front office department is always communicating with the guests, like check-in, check-out, provide information to the guest, inform housekeeping and F&B department and so on. Therefore, effectively communicate in the hotel is one of the major element lead to guest satisfaction. Thus, the following hypotheses are proposed:
H5: There is a significant relationship between the dimension empathy of service quality and customer

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