Research Article
Consumers’ Expectation and Perception on Service Quality in Hospitality at the Educational Hotel
@INPROCEEDINGS{10.4108/eai.18-11-2023.2342549, author={Ida Pongoh and Ariesia Gemaputri and Abdurahman Alwan}, title={Consumers’ Expectation and Perception on Service Quality in Hospitality at the Educational Hotel}, proceedings={Proceedings of the 4th International Conference on Social Science, Humanity and Public Health, ICoSHIP 2023, 18-19 November 2023, Surabaya, East Java, Indonesia}, publisher={EAI}, proceedings_a={ICOSHIP}, year={2024}, month={1}, keywords={consumer expectation perception hospitality service}, doi={10.4108/eai.18-11-2023.2342549} }- Ida Pongoh
Ariesia Gemaputri
Abdurahman Alwan
Year: 2024
Consumers’ Expectation and Perception on Service Quality in Hospitality at the Educational Hotel
ICOSHIP
EAI
DOI: 10.4108/eai.18-11-2023.2342549
Abstract
Based on the results of preliminary observations, there was a mismatch between the consumers’ expectation and perception on the quality service of the Educational Hotel. The research design used was descriptive, quantitative, and qualitative to describe users’ expectation and perception on the service quality of the Educational Hotel. The outcomes of this research were: (1) indicators of users’ satisfaction; (2) educational hotel service management model. The results of the educational hotel service quality showed that 60% of respondents stated that there was a match between expectations and perceptions in terms of physical dimension. Additionally, the other dimensions covering; reliability (34%), responsiveness (30%), assurance (30.5%), and empathy (30%) of the respondents mentioned that there was a match between expectations and perceptions. The four dimensions of hotel service quality had a percentage value of <50%, meaning that the educational hotel needs to take action to improve the service management and employees’ skills.
