Generation Y's Perception of Service Quality in the Hotel Industry

Thesis

Aleshaiwy, Yousef Saud M . 2015

• نوع عمل المنشور: ماجستير

مستخلص المنشور

Abstract
The Baby Boomer generation has started slowly to lose its hold on the attention of the hospitality industry. Thus, Generation Y will become the main focus of many revenue managers, general managers, and industry executives because of their large size and high purchasing power. Many hotels will tend to target Generation Y because of their large numbers estimated for the future. Therefore, the main purpose of this study is to evaluate Generation Y's perceptions of service quality in the hotel industry by applying the SERVQUAL model that was created by Parasuraman et al, (1985).
The results of this study showed that there was no relationship between tangibility, reliability, responsiveness and customer satisfaction, which was inconsistent with several previous studies. However, the results of this study also indicated that there was a relationship between assurance and empathy and customer satisfaction, which was consistent with several previous studies. Furthermore, the results of this study indicated that there is a relationship between customer satisfaction and E-word-of-mouth. The results of this study contributed to the body of knowledge on this topic, since there is lack of research on Generation Y perception of service quality in the hotel industry. Based on the results of this study, hotel managers can have a better understanding of what drives Generation Y to choose a specific hotel in terms of services, especially when hotel operators create marketing and promotional strategies for Generation Y.