Service Quality Questionnaire

3.4 Methods of Accessing Data

Since in the past, some researchers already examined the relationship between service quality, customer satisfaction and customer re-purchase intention. There are some secondary data already exist. But the secondary data is not enough and some of information is out of date, and also it is not all suit for the conceptual model of this project. The aim of research is examining the relationship between service quality, customer satisfaction and customer re-purchase intention in a new market. Therefore, the primary data is necessary to be collected. In order to understand more about the relationship between service quality, customer satisfaction and customer re-purchase intention. This project designs to use quantitative

The SERVQUAL is employed to measure service quality in the hotel. The visitors will be asked what are they expect services for the hotel where they lived. The Likert Scales is an assigned of 1 to 7 and ranging from “Strongly disagree - 1” to “Strongly agree - 7”.

Those items in the service quality questionnaire from the instrument proposed by Parasuraman et al. (1985b) to measure the extent of service quality. The instrument is based on five dimensions of SERVQUAL: Tangible, Reliability, Responsiveness, Assurance and Empathy. All of items are employed in this questionnaire which has very high reliability in the previous research. There are five dimensions are including in the questionnaire. The modified questions are:

Item No. Measure Item Adapted From

Q1. 1 The physical facilities of Novotel Bauhinia hotel are visually appealing. Parasuraman et al. (1985b).

Q1. 2 Staffs of Novotel Bauhinia appear neat and tidiness. Parasuraman et al.

The five point Likert Scales also will be use in this questionnaire and ranging from “very dissatisfied -1” to “very satisfied – 5”.

In regard to customer satisfaction, the half items of questionnaire are developed by Reuland et al. (1985). Environment was adopted by items Q2.1 to Q2.3 which developed by Reuland et al. (1985). Furthermore, Staff’s behaviors and attributes are measured by items Q2.4 to Q2.5 established by Reuland et al. (1985). Besides that, items Q2.6 to Q2.9 measured service quality and price and those items are derived from Schneider and Bowen (1995). The last question is measured the overall of customer satisfaction (Schneider and Bowen, 1995). The contents of the questionnaire are:

Item No. Measure Item Adapted From

Q2.1 How satisfied are you with hotel’s location? Reuland et al. (1985)

Q2.2 How satisfied are you with hotel’s environment? Reuland et al. (1985)

Q2.3 How satisfied are you with hotel’s psychical facilities? Reuland et al.