Guest Experiences of Service Quality in Bed and Breakfast Establishments in East London, South Africa
Bibliographic Data
| ID | 5199916 |
|---|---|
| Authors | Tembi Tichaawa (University of Johannesburg), Tembi M Tichaawa (0000-0002-1913-3730, University of Johannesburg), Oswald Mhlanga (0000-0003-3317-8764, Walter Sisulu University) |
| Year | 2015 |
| Volume | 50 |
| Issue | 2 |
| Pages | 93-101 |
| Publication date | 2015-05-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Human Ecology (JOURNAL) |
| Journal identifiers | ISSN: 0970-9274 • E-ISSN: 2456-6608 |
| Publisher | Kamla Raj Enterprises (PUBLISHER) |
| DOI | 10.1080/09709274.2015.11906863 |
| OpenAlex | W2769332630 |
| Language | EN |
| Citations received | 3 |
| References cited | 2 |
This study appraises guests’ experiences in Bed and Breakfasts (B&Bs) establishments in the developing context, specifically in South Africa.The purpose was to establish the levels of service quality experienced by guests in B&Bs and the influence of demographic variables on such experiences.A descriptive quantitative research paradigm was adopted and face-to-face interviews were conducted with respondents using a structured questionnaire. Four hundred guests were targeted using a stratified purposive sampling technique. In order to meet the surveys’ goals, descriptive and bivariate statistical analyses were conducted. The empirical results show that on a 5 point Likert scale, the overall mean experience score was 3.76, indicating rather low experiences of guests regarding service quality in B&Bs. Furthermore, significant statistical similarities and differences were found between guest experiences and demographic variables. The study advocate for the need to develop a service excellence approach that would help improve customer satisfaction and secure performance improvement in B&Bs in the developing context
Bivariate analysis · Business · Cartography · Customer satisfaction · Descriptive research · Descriptive statistics · Environmental health · Excellence · Geography · Likert scale · Nonprobability sampling · Political science · Population · Service quality · Social science · Sociology · Statistics · Stratified sampling · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Mathematics · Medicine · Psychology · Service and Product Innovation · Marketing
| Citations per year | 0.38 |
|---|---|
| Citation span | 2018 - 2024 (7) |
| Highly cited | No |