Assessment of Service Quality in Tourist Hotels of ... - Wbiaus.org

Tabassum, Rahman & Jahanhas been chosen for both measurements, the samples are related or dependent.Because of the subjective nature of the scores, it is assured that the data does notfollow the normal distribution and in consequence the non-parametric Wilcoxonsigned-rank test has been decided to use. Dissimilarity between the ratings ofexpectations and also the ratings of observation pattern across different gender, age,education and occupation of the customers has been focused through nonparametricMann-Whitney Test (for independent two sample) and non-parametricKruskal-Wallis Test ( for independent many samples).7. Data Analysis7.1 Respondents’ ProfileAmong the 50 hotel customers, the percentages of male and female respondents are80 and 20 respectively. In the whole sample, 22% of the respondents fall in the agerange of 21-30 years, 38% fall in the 31-40 range, and 40% fall in the 41-50 range. Interms of occupation, 58% respondents are service holders, and 42% respondentsare business. In terms of education, 14% respondents are below graduate, 32% aregraduates, and 54% are post-graduates.7.2 Inference on the Basic Features of Service Quality ComponentsTable 1: Inference on the basic features of all the components of service qualityMean Median Mode StandardDeviationReliability Analysis(Alpha value)E* O** E* O** E* O** E* O** E* O**Reliability 4.49 4.04 4.67 4.17 5.00 4.33 0.63 0.75 0.8433 0.9033Responsiveness 4.39 3.79 4.67 3.83 5.00 4.00 0.66 0.70 0.8908 0.9228Assurance 4.54 4.12 4.67 4.00 5.00 4.50 0.52 0.76 0.8335 0.9079Empathy 4.49 4.15 4.50 4.16 5.00 5.00 0.56 0.73 0.8529 0.9014Tangibles 4.60 4.30 5.00 4.00 5.00 5.00 0.67 0.76 0.8749 0.9306* E = Expected service** O = Observed serviceFrom Table 1, it is easily observable that the average level of expectation of thetourists regarding the service provided by the tourist hotels has always been greaterthan that of the actual phenomenon have been observed. Among all the component,Responsiveness has been received the least observed score. The middle-mostranking of expectation and observation have achieved at least 4, reflecting thepositive view about the component except the earlier stated component. The modalresponse of expectation has shown its extreme feature as usual whereas those formost realistic facts could not reach that peak. The level of observation is morespread and diverse compare to the expectation of the tourists for all the components.54