HCBE Faculty Articles
Title
Measuring Service Quality in Macau Luxury Hotels Using the QFD method: A Case Study
Document Type
Article
Publication Date
2016
Publication Title
International Journal of Services Technology and Management
ISSN or ISBN
1741-525X
Volume
22
Issue/Number
1-2
First Page
106
Last Page
119
Abstract/Excerpt
With the vigorous development of its gaming industry, Macau has become a very popular tourist destination and many well-known brands in the hospitality industry have entered this highly competitive market. In order to improve service quality and maximise customer satisfaction, it is critical for hotels in this region to clearly understand the true needs of their customers. This study applied the quality function deployment (QFD) method to empirical data collected from 280 Macau customers at three hotels, four Macau hospitality managers, and one academic expert. The resulting customer requirement weights and improvement priorities can be used by hotel administrators to assess their current service offerings and to make adjustments as needed to achieve service quality assurance. Further, the study shows how the QFD method, with some modifications, can be applied more generally by tourism and economic development agencies in creating programs which support improvement priorities across an entire region.
DOI
10.1504/IJSTM.2016.077668
NSUWorks Citation
Pai, Chen-Kuo; Chen, Shun-Hsing; and Hinds, David, "Measuring Service Quality in Macau Luxury Hotels Using the QFD method: A Case Study" (2016). HCBE Faculty Articles. 1044.
https://nsuworks.nova.edu/hcbe_facarticles/1044
