EXPECTATIONS:

Our interest here is to understand your respondents’ expectations of Hotels. The rating scale
used here to answer each question is as follows: Scale ranges from 1 to 7
Strongly Disagree:1
Strongly Agree:7
Tangibles:
1. Excellent Hotels will have modern looking equipment
2. The physical facilities at excellent Hotels will be visually appealing.
3. Employees at excellent Hotels will be neat appearing.
4. Materials associated with the service (such as pamphlets or statements) will be
visually appealing at an excellent Hotels.
Reliability
5. When excellent Hotels promise to do something by a certain time, they do.
6. When a customer has a problem, excellent Hotels will show a sincere interest in
solving it.
7. Excellent Hotels will perform the service right the first time.
8. Excellent Hotels will provide the service at the time they promise to do so.
9. Excellent Hotels will insist on error free records
Responsiveness
10. Employees of excellent Hotels will tell customers exactly when services will be
performed.
11. Employees of excellent Hotels will give prompt service to customers.
12. Employees of excellent Hotels will always be willing to help customers.
13. Employees of excellent Hotels will never be too busy to respond to customers’
requests.
Assurance
14. The behaviour of employees in excellent Hotels will in-still confidence in customers.
15. Customers of excellent Hotels will feel safe in transactions.
16. Employees of excellent Hotels will be consistently courteous with customers.
17. Employees of excellent Hotels will have the knowledge to answer customers’
questions.
Empathy
18. Excellent Hotels will give customers individual attention.
19. Excellent Hotels will have operating hours convenient to all their customers.
20. Excellent Hotels will have employees who give customers personal attention.
21. Excellent Hotels will have their customer’s best interests at heart.
22. The employees of excellent Hotels will understand the specific needs of their
customers.
PERCEPTION:
Our interest here is to understand our respondent’s perception of the brand “Hyatt Hotels”.
The rating scale used here to answer each question is as follows: Scale ranges from 1 to 7
Strongly Disagree:1
Strongly Agree: 7
Tangibles
1. Hyatt Hotels has modern looking equipment.
2. Hyatt Hotel’s physical facilities are visually appealing.
3. Hyatt Hotel’s reception desk employees are neat appearing.
4. Materials associated with the service (such as pamphlets or statements) are visually
appealing at Hyatt Hotels.
Reliability
5. When Hyatt Hotels promises to do something by a certain time, it does so.
6. When you have a problem, Hyatt Hotels shows a sincere interest in solving it.
7. Hyatt Hotels performs the service right the first time.
8. Hyatt Hotels provides its service at the time it promises to do so.
9. Hyatt Hotels insists on error free records
Responsiveness
10. Employees in Hyatt Hotels tell you exactly when services will be performed.
11. Employees in Hyatt Hotels give you a prompt service.
12. Employees in Hyatt Hotels are always willing to help you.
13. Employees in Hyatt Hotels are never too busy to respond to your request.
Assurance
14. The behaviour of employees in Hyatt Hotels in-stills confidence in you.
15. You feel safe in your transactions with Hyatt Hotels.
16. Employees in Hyatt Hotels area consistently courteous with you.
17. Employees in Hyatt Hotels have the knowledge to answer your questions.
Empathy
18. Hyatt Hotels gives you individual attention.
19. Hyatt Hotels has operating hours convenient to all its customers.
20. Hyatt Hotels has employees who give you personal attention.
21. Hyatt Hotels has your best interest at heart.
22. The employees of Hyatt Hotels understand your specific needs.
IMPORTANCE WEIGHTS:
This survey looks at the importance given to each of the categories by our respondents by
way of allocation of weights or percentages out of 100.
1. The appearance of the Hotels physical facilities, equipment, personnel, and
communication materials (Tangible) ______________ points
2. The Hotels ability to perform the promised service dependably and accurately
(Reliability) ______________ points
3. The Hotels willingness to help customers and provide prompt service
(Responsiveness) ______________ points
4. The knowledge and courtesy of the Hotels employees and their ability to convey trust
and confidence (Assurance) ______________ points
5. The caring, individual attention the Hotel provides its customers (Empathy)
______________ points