Management perception of service quality in the hospitality industry

4.1
 
Cases / Respondents 
Table 2. Background information on respondents 
Hotels 
Location 
Segment 
Position 
Interviewee 
Sex 
M/F 
Age 
Hotel 1 
City Centre 
First Class 
Service Manager M 
29 
Hotel 2 
City Centre 
First Class* 
Service manager M 
32 
Hotel 3 
City Centre 
Luxury 
Chef concierge M 
28 
Hotel 4 
Central location 
Mid-Market 
Duty manager 
F 
28 
* Business 

---

44 
Table 2 represents the basic background information about the interviewee that 
participated in this research. First of all, the names of the hotels have been kept for the 
sake of keeping any information private and secure as we don’t want to tarnish any 
image about any of these hotels. The main objective was to better understand service 
quality management in hotels. Nevertheless, the location of the hotels are all 
significantly in the city centre except hotel 4 which is not far out of the city centre, 
easily reachable by metro, bus or automobile. Accessibility is not a problem for this 
hotel but is not on the same level as hotels 1 to 3. 
In addition, the participating hotels are presented by segments. Hotel 1 and 2 are of the 
first class segment, this means that there products and prices are of a much higher than 
the mid-market segment quality but still lower than the luxury segment. It should be 
said that all hotels are part of a hotel group and have their own brands. Lastly, the sex 
and age of the participants are shown. Curious, how most of the participants range 
between 28 and 32 and have managerial responsibilities.
Figure 11. Hotel Positioning Matrix 

---

45 
Figure 11 is intended to better show the segments by means of the relationship 
between quality and price. This matrix was designed by comparing the prices of a 
standard room for each hotel for 2 persons on a Friday evening.