FöRFATTARE
Strömgren, Olle

INSTITUTION
Industriell ekonomi och samhällsvetenskap / Redovisning och styrning

SAMMANFATTNING
The study purpose is to identify which dimension that is the best predictor of overall service quality, in terms of generating an outcome that identifies dimensions regarding service quality. This was achieved through performing a theoretical and empirical study. The theoretical study provided by identifying relevant theories, determining and defining service quality for hospitality industries.

The empirical study comprised of 84 questionnaires with respondents opinions and views from their resort hospitality experiences. This was achieved through an examination of the dimensions in relation to hospitality service quality, by extending the SERQUAL scale with nine new items, subsequently referred to as RESQUAL.

Key findings of the study are that service quality is represented by six dimensions in the hospitality industry, relating to Reliability, Assurance, Tangibles, Employees, Exterior and Delivery of service. The best predictor of overall service quality is the dimensions referred to as “Reliability” followed by “Exterior”, “Tangibles” and “Assurance”.

ISSN 1402-1617 / ISRN LTU-EX--07/217--SE / NR 2007:217