UNIT 3

SERVQUAL MODEL QUESTIONNAIRE

ROYAL ORCHID HOTEL
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PARTICULARS EXPECTATIONS PERCEPTION

SD D N A SA SD D N A SA
Tangibles
Convenient hotel location
Sufficient parking provision
Appealing interior and exterior décor
Equipped with modern and comfortable furniture
Rooms are clean, spacious and comfortable
Reliability
Performing the service within the promised time
Behaviour of staff while delivering service is fine
Providing error-free service
Timely housekeeping services
Quick check-in and check-out process
Responsiveness
Receiving prompt service from staff
Hotel staff is willing to help
Readiness to respond to customers’ enquiries
Keeping customers informed about when service will be performed
Assurance
Well trained and knowledgeable staff
Guests feel secure and safe in their hotel stay
Availability of clear information
Courteous hotel staff
Hotel staff is patient and friendly
Empathy
Curiosity of the staff to know specific needs of guest
Quick handling of guest problem
Staff to have guests’ best interests at heart
Convenient opening hours