INTRODUCTION
The quality of the hospitality services constitutes “the ability of a product or service to satisfy the needs, requests and expectation of the client” (Zimáková, 2010). Jones (1998) notes that customers are only concerned that the service is of the standard that they expect. Guests expect the quality of service, which is in conformance to customer specifications, service that is in line with the promise to perform set by the accommodation establishments in all there marketing efforts. Hogan (1994) asserts that service quality is a measure of how well the organization service level matches customer expectations. Johns (1995) notes that it is how the customer perceives the hotel service provider that determines whether the level of service you provide is acceptable. When a …show more content…
According to the last year’s statistics and trends that were published by ZTA for the hospitality sector, the average hotel room occupancy levels remained stagnant at 46% while average hotel bed occupancy levels increased slightly from 34% to 35%. As for lodges, the average room occupancy levels grew from 42% to 44% while the average bed occupancy levels also increased from 30% to 35%. Whilst there has been a general upward trend, in capacity utilisation in hotels, the average room occupancy rates have however remained below 50%, until 2011 when it rose to 52%, on the back of political and macroeconomic stability. This year, according to MMC Capital, bed occupancy is expected to increase to 38.5%. Although the statistics increased, the slight increases in them also imply that accommodation establishments are facing some challenges that are preventing them from effectively delivering their services to
The quality of the hospitality services constitutes “the ability of a product or service to satisfy the needs, requests and expectation of the client” (Zimáková, 2010). Jones (1998) notes that customers are only concerned that the service is of the standard that they expect. Guests expect the quality of service, which is in conformance to customer specifications, service that is in line with the promise to perform set by the accommodation establishments in all there marketing efforts. Hogan (1994) asserts that service quality is a measure of how well the organization service level matches customer expectations. Johns (1995) notes that it is how the customer perceives the hotel service provider that determines whether the level of service you provide is acceptable. When a …show more content…
According to the last year’s statistics and trends that were published by ZTA for the hospitality sector, the average hotel room occupancy levels remained stagnant at 46% while average hotel bed occupancy levels increased slightly from 34% to 35%. As for lodges, the average room occupancy levels grew from 42% to 44% while the average bed occupancy levels also increased from 30% to 35%. Whilst there has been a general upward trend, in capacity utilisation in hotels, the average room occupancy rates have however remained below 50%, until 2011 when it rose to 52%, on the back of political and macroeconomic stability. This year, according to MMC Capital, bed occupancy is expected to increase to 38.5%. Although the statistics increased, the slight increases in them also imply that accommodation establishments are facing some challenges that are preventing them from effectively delivering their services to