Assessing the Quality of a Local Authority Conference and Hospitality Venue Using the ServQual Model

Donnelly Mike and White Edward P
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Donnelly Mike: Dean, Faculty of Business & Enterprise, Swinburne University, Australia.
White Edward P: Researcher, Paisley Business School, University of Paisley, Scotland.

Nang Yan Business Journal, 2014, vol. 1, issue 1, 15-20

Abstract: The close attention paid to service quality by successful private companies has become part of the environment within which most public service organizations now operate. The ServQual model has been used with success to help companies quantify customers' expectations and perceptions of their service and to use this analysis as the basis for improvement. More recently, the ServQual approach has been applied in public service contexts with mixed reliability and validity. This paper reports on the application of the ServQual model to a conference and hospitality venue operated by a Scottish local authority. The study investigates five distinct customer segments: conferences, meetings, receptions, performances, and weddings. The expectations-perceptions gaps are assessed for each of these segments using the ServQual model and the size and antecedents of ServQual Gap 1 is also examined.

Keywords: ServQual; Public Sector; Conference and Hospitality Venue (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:nybujo:v:1:y:2014:i:1:p:15-20:n:3

DOI: 10.2478/nybj-2014-0003

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