case study global analysis

Working Paper Series
Measuring and Managing the Quality of Service in Hotels in Cyprus
Professor Christine A Hope
Leontios Filotheou
Working Paper No 07/26
July 2007

The working papers are produced by the Bradford University School of Management and are to be circulated for discussion purposes only. Their contents should be considered to be preliminary. The papers are expected to be published in due course, in a revised form and should not be quoted without the author’s permission.

W O R K I N G PA P E R S E R I E S

MEASURING AND MANAGING THE QUALITY
OF SERVICE IN HOTELS IN CYPRUS
Professor Christine A Hope
Bradford University School of Management
Emm Lane
Bradford
West Yorkshire
BD9 4JL
UK
[phone]
[e-mail]
Leontios Filotheou
36 Parthenonos Street, Apt 203
Strovolos
2021 Nicosia
Cyprus
[phone]
[e-mail]
Paper presented at the 2007 POMS College of
Service Operations

ABSTRACT

In this paper, the results of a study using an adapted version of Parasuraman et al’s (1988)
SERVQUAL questionnaire, administered in three,
4* hotels in Cyprus to samples of both guests and hotel staff, will be presented. The aims of the survey were to identify shortcomings in the service provided so that it might be improved; identify discrepancies in managements’ and guests’ perceptions of the service provided; and, in one of the hotels, to compare expectations and perceptions of service of Russian and British guests. Two hundred questionnaires in each hotel were distributed by housekeeping staff. Response rates of 46.8%, 55.5% and 67.5% were achieved.
The hotel that clearly outperformed the other two hotels was distinguished by the fact that there were no statistically significant differences between staff and guest responses to the
SERVQUAL questionnaire. Comparison of Russian and British guests indicated statistically significant differences between the two.

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