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

Tabassum, Rahman & Jahanpoint 0.70 demonstrates that all attributes are internally consistent (Fujun,Hutchinson, Li & Bai 2007). As the Cronbach Alpha values for all the componentsmeet the criteria of this cut off point. Thus all the attributes of the study are reliable.7.3 Hypotheses Testing7.3.1 Test of Hypotheses regarding Service GapThe following table (Table 2) shows that the p-values for the components of servicequality are less than the significance level of the test that 0.01 or just 1%. Thuscomparing with the level of significance, 0.01, it can be concluded that H1a 0 , H1b 0 ,H1c 0 , H1d 0 , and H1e 0 are rejected, which indicates a significant gap between thetourists’ expectations and observations regarding the service quality of the touristhotels.Table 2: Statistical Testing of Hypothesis regarding the Service GapReliabilityResponsivenessAssuranceEmpathyTangiblesRanksWilcoxon SignedRanks Test StatisticsMean Sum of Z P-valueN Rank Ranks(2-tailed)Negative Ranks 33 a 23.61 779.00 -4.539 d 0.000*Positive Ranks 8 b 10.25 82.00Ties9 cTotal 50Negative Ranks 33 a 18.48 610.00 -4.857 d 0.001*Positive Ranks 2 b 10.00 20.00Ties15 cTotal 50Negative Ranks 28 a 15.96 447.00 -4.435 d 0.000*Positive Ranks 2 b 9.00 18.00Ties20 cTotal 50Negative Ranks 28 a 16.77 469.50 -3.865 a 0.000*Positive Ranks 4 b 14.63 58.50Ties18 cTotal 50Negative Ranks 18 a 11.61 209.00 -3.000 d 0.003*Positive Ranks 4 b 11.00 44.00Ties28 cTotal 50a. Actual Perception < Expected perceptionb. Actual Perception > Expected perceptionc. Actual Perception = Expected perceptiond. Based on positive ranks. * Significant at 0.01 level7.3.2 Test of Hypotheses regarding Service Quality in terms of GenderDifferencesA Mann-Whitney U test is performed on the ratings of male tourists and femaletourists about their evaluation of actual service quality in the tourist hotels. Theresults of this test are presented in Table 3. Considering the level of significance at5%, it is clearly revealed that there is an obvious difference between the ranking(observed) of male and female tourists as the p-value is steadily less than theconsidered significance level for each and every component of service. Thus H2a 0 ,H2b 0 , H2c 0 , H2d 0 , and H2e 0 are rejected. Based on this result H2 0 is also rejected as56