ABBREVIATIONS

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ABBREVIATIONS
BFSI - Banking Financial services and Insurance

CD-ROM - Compact Disk Read only Memory

FDI - Foreign Direct Investment

FHRAI - The Federation of Hotel &Restaurant Association s of India

FTA - Foreign Tourist Arrivals

GDP - Gross Domestic Product

HRACC - The Hotel and Restaurant Approval and Classification

Committee of Ministry of Tourism.
IT - Information Technology

ICRA - Investment Information Credit Rating Agency

ITES - Information Technology Enabled Services Sector

MICE - Meetings, Incentives, Conference, Exhibitions

MNC - Multi National Corporation

MUSA - Multicriteria Satisfaction Analysis

RATER - Reliability, Assurance, Tangible Empathy, Responsiveness.

SERVQUAL - Service Quality

SPSS - Statistical Package in Social Science

VOA - Visa on Arrival

WTO - World Tourism Organisation

WTTC - World Tourism and Travel Council

APPENDIX – A
QUESTIONNAIRE
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APPENDIX – A

QUESTIONNAIRE
Dear Sir / Madam

I am Mrs. C. Revathy, a Research Scholar, Guru Nanak College, Chennai,

conducting research on Service Quality of Hotels in Chennai. This study to analyse

the Customers Satisfaction with reference to Service Quality of Hotel in Chennai City

for Ph.D degree in Commerce from the University of Madras. I would appreciate if

you will please convey your views on the different questions referred below. This

information would be used for research purpose only and your identity will not be

revealed.

Thank You.
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Part I

Personal Information
1. Gender

1) Male 2) Female

2. Age

1) Below 25 years old 2) 25-35 years old 3) 36-45 years old

4) 46-55 years old 5) Over 55 years old

3. Nationality

1) Indian 2) Non Indian

4. Occupation

1) Government official 2) Private Employee

3) Owner / Private Business 4) Student 5) Others

5. How did you come to know Chennai based hotel?

1) Internet 2) Media 3) Friends

4) Sing board/Banner 5) Television advertisement

6. Type of accommodation you normally prefer (Please give only one)

1) Five star hotel 2) Three/ Two star hotel

3) Non- star hotel 4) Guest house 5) Middle hotel

7. Purpose of trip

1) Vacation 2) Pleasure 3) Seminar

4) Business 5) Others
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8. Your duration of stay in this hotel

1) 1-3 Days 2) 4-6 Days 3) 7-9 Days

4) 10-15 Days 5) More than 15 days

9. Your opinion about availability of rooms in hotels

1) Available 2 ) Not available

3) Do not know

10. How many times have you previously stayed in Chennai based Hotel?

1) 1 time 2) 2 times 3) 3 times

4) 4 times 5) More than 4 times

11. Your opinion about efficiency of hotels in Govt. and Private sector

1) Govt. sector is inefficient 2) Private sector is inefficient

3) Private sector is efficient 4) Govt. sector is efficient

5) No comments

12. Will you recommend this hotel to your friends and relative?

1) Highly recommend 2) Not at all 3) Somewhat

4) Never Recommend 5) Rarely (not sure)

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Part II
Survey of your Expectations and Perceptions with reference to the Service
Quality in Chennai Hotels

The statement made in this section is about your satisfaction with quality of

service you received from this Hotel.

a) Level of EXPECTATION towards Customer service quality

b) Level of PERCEPTION towards Customer Service quality

Highest 5 High 4 Moderate 3 Low 2 Lowest 1

13. Please read the following statements and respond to each question by marking

( ) in the appropriate column.

SERVQUAL
Level of Expectation Level of Perception
dimension
Tangibility 5 4 3 2 1 5 4 3 2 1
The Staff dresses
appropriately
The Staff uniforms
are Clean
The staff provides
you service with a
smile
The Staff have
pleasing
appearance
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14. Please read the following statements and respond to each question by marking
( ) in the appropriate column.

SERVQUAL
Level of Expectation Level of Perception
dimension
Reliability 5 4 3 2 1 5 4 3 2 1
The Staff provide
service as promised
(e.g) Upgrade
room, Early Check
in/ Check out.
The Staff provide
you accurate
information (e.g)
Hotel facilities and
tourists attraction
places
The staff performs
the service right at
the first time (e.g)
correct record of
your booking
details
The staff offer you
some help
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15. Please read the following statements and respond to each question by marking
( ) in the appropriate column.
SERVQUAL
Level of Expectation Level of Perception
dimension
Responsiveness 5 4 3 2 1 5 4 3 2 1
The Staff respond
to your requests
quickly
The Staff give you
prompt service
The Staff are
willing to help you

16. Please read the following statements and respond to each question by marking
( ) in the appropriate column.

SERVQUAL dimension Level of Expectation Level of Perception

Assurance 5 4 3 2 1 5 4 3 2 1
The Staff have product
knowledge of the hotel
(e.g) Describing all room
types and amenities
The Staff have the
required skill to perform
the service
The Staff speak with you
by using appropriate
forms (e.g) Sir / Madam.
The Staff are trust worthy

The staff make you feel

safe when you staying at
the hotel
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17. Please read the following statements and respond to each question by marking
( ) in the appropriate column.

SERVQUAL
Level of Expectation Level of Perception
dimension
Empathy 5 4 3 2 1 5 4 3 2 1
The Staff are able
to communicate
effectively in
English with you.
The Staff are able
to communicate
effectively with you
The staff Show
personal attention
to you
The Staff know
your specific needs
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Part III

Customers general opinion about the Hotel Service at Chennai.

Very poor 1 Satisfactory 2 No comment 3 Good 4 Very Good 5

18. Indicate your rating ( ) for the following factors which influence your
selection of hotel

Type of service Level of Expectation

Reception 5 4 3 2 1
Staff Friendliness
Staff appearance
Staff Skills (Language Skills)
Service Quality (Availability of PRO,
Efficiency of reservation, provide Direction
and Information about the Hotel Room)

19. Indicate your rating ( ) for the following factors which influence your
selection of hotel
Type of service Level of Expectation
Hotel Room 5 4 3 2 1
Television
Interior décor and Atmosphere
Equipment level
Cleanliness of bathroom
Extra bed quality (If was used)
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20. Indicate your rating ( ) for the following factors which influence your
selection of hotel

Type of service Level of Expectation

Restaurant 5 4 3 2 1
Diversity of dishes presented
Quality of food presented
Location of Buffet restaurant
Quality of Service (provide attention on the
specific needs )
Clearness of Menu
Waitresses’ Appearance
Pricing decision

21. Indicate your rating ( ) for the following factors which influence your
selection of hotel

Type of service Level of Expectation

Other Services (if Used) 5 4 3 2 1
Internet Facilities
Doctor on call
Power back –up
Room Service
Telephone with STD and ISD facility
Fitness Club
Swimming Pool
Car parking
Banking Facilities
Laundry Services
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Part IV
Analysis of switching behaviour of the customers
If you have the intention of switching over from existing hotel to other new hotels,
please rank reason for such switchover.

Highest reason to switch over 1 Lowest reason to switchover 5

22. Please read the following statements and respond to each question

Sl. No. Reason to Switchover Rank

22.1) Cost
22.2) Ambiance ( Internal environment )
22.3) Hygiene and Taste
22.4) Quality of service
22.5) Location and Accessibility

23. General comments / suggestions

Is there anything that we could do to make your next stay more memorable?
_____________________________________________________________________
_____________________________________________________________________
___________________________________________________________________

Thank you for spending your valuable time and participation in this survey
 APPENDIX – B
STATISTICAL GLOSSARY
 220

APPENDIX – B
STATISTICAL GLOSSARY

This appendix presents statistical terms used through the analysis process for

their study. These statistical terms are alphabetically ordered.

ANOVA Analysis of Variance. Researchers use this statistical procedure to

test differences between means of two or more groups.

Co- efficient Alpha is a statistic that represents reliability or internal

consistency it is also known as Cronbach’s alpha.

Correlation is a statistic that shows the degree of relationship between

variables. The range of possible correlation between -1 and + 1. A result of -1 means

a perfect negative correlation. +1 mean a perfect positive correlation and 0 means no

correlation at all.

Mean is known as arithmetic average to obtain the mean scores are added

together and then divided by the number of respondents who took the questionnaire,

the mean is descriptive statistic.

P value Probability value is the number that reflects the likelihood that

statistical results have occurred by chance. Results with P values as statistically

significant. Also known as level of significance.

Range is representing the difference between the highest and lowest score in

a set of score.
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Reliability is the accuracy of the scores of a measure.

Standard Deviation is a measure of variation within a sample. Just as the

average measures the expected middle position of a group of numbers, the standard

deviation is a way of expressing how different numbers are from the average. The

standard deviation is the amount by which the average persons score differs from the

average of all scores.

Statistical significance is conclusion that an intervention has a true effect,

based upon observed differences in outcomes between the treatment and control

groups that are sufficiently large so that these differences are unlikely to have

occurred due to chance, as determined by a statistical test. Statistical significance

indicated the probability that the observed difference was due to chance if the null

hypothesis is true.

Variance represent the variance of a random variable is a measure of its

statistical dispersion, indicating how far from the expected value its values typically

are.