Management perception of service quality in the hospitality industry

3.3
 
Analysis Strategy 
A content analysis will be used to analyse the data gathered through the interviews. 
According to Carlson et al (2001, 83) content analysis require code groups of words 
found in transcripts of interviews which are categorised into segments. These 
categories are usually dependent on the research topics. 
Content analysis follows two steps: 
−
A first phase where codes are assigned to words or segments of words 
−
A second phase where comparisons and or contrast are made between the 
coder material 

---

42 
Axial decoding will be used for the first phase and selective decoding will be used for 
the second phase. The coding process will follow on QDA Miner Lite program. 

---

43 
4
 
Analysis and Discussion 
This chapter presents the findings of the interviews had during this research project 
and interprets the findings for further proving of the three hypotheses presented in the 
end of chapter 2. 
First of all, the interviews with the participants lasted around 30 to 45 minutes and 
covered the following topics; job description in relation to service quality, perception 
of service quality, customer expectations and customer experiences, service delivery, 
customer satisfaction, measuring customer satisfaction and lastly view on future 
developments in service quality. 
Secondly, the participants were located through manual visitations of hotel 
establishments in the Helsinki city centre and the topic of the thesis was introduced 
and contact information was asked for service managers. A total of 12 participants 
were contacted through email inviting them for a meeting and a chance to participate 
in an interview which would focus on the perception on service quality. 
However, it was presumed that at least half of the invited participants would not react 
due to an increase in demand. Eventually five respondents acknowledged the 
invitation. Later on, however one participant cancelled due to lack of time.