Evaluate Customers’ Expectation and Perception Levels Towards Service Quality of Front Office Staff at the Fernandina Hotel.

Topics: Receptionist, Hotel, Staff of office Pages: 3 (719 words) Published: March 11, 2013
Questionnaire
This questionnaire is a part of a research study of BSHRM students of Polytechnic University of the Philippines as a partial fulfillment for the subject Rooms Division Management and Control System. The objective of the research is to evaluate customers’ expectation and perception levels towards service quality of front office staff at the Fernandina Hotel. Part I: Personal Data

1. Gender
_ 1) Male _ 2) Female
2. Age
_ 1) Below 25 years old _ 2) 25-35 year’s old _ 3) 36-45 years old _ 4) 46-55 years old _ 5) Over 55 years old 3. Nationality
_ 1) Asian _ 2) European _ 3) UK _ 4) American _ 5) Scandinavian _ 6) Others (please specify_________) 4. Occupation

_ 1) Government official _ 2) Employee _ 3) Owner / Private Business _ 4) Student _ 5) others (please specify999) 5. Purpose of trip

_ 1) Vacation _ 2) Honeymoon _ 3) Seminar _ 4) Business _ 5) Others (please specify___________) 6. How many times have you previously stayed at the XXX HOTEL? _ 1) 1 time _ 2) 2 times _ 3) 3 times _ 4) 4 times _ more than 4 times

Part II: Survey of your expectations and perceptions towards service quality of front office staff Based on your experiences as a customer of the Fernandina Hotel, please put a tick ( / ) in a box, which mostly explains your attitudes. a) Level of EXPECTATION towards service quality of front office staff b) Level of PERCEPTION towards service quality of front office staff The score level are described as 5 = highest, 4 = high, 3 = moderate, 2 = low and 1 = lowest DIMENSIONS| LEVEL OF EXPECTATION| LEVEL OF...
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