A survey on the service quality of the 10 hotels was done find out position of hotel service level. Customers, travel agencies, and hotel employes of the hotels were involved in the survey and the survey result was analyzed by multidimensional scaling...
A survey on the service quality of the 10 hotels was done find out position of hotel service level. Customers, travel agencies, and hotel employes of the hotels were involved in the survey and the survey result was analyzed by multidimensional scaling method(MDS) to identify service quality of the hotels. The result indicated that service quality is considered as an important service level was highly appreciated and very competitive but that of Renaissance and Plaza need to be improved for better hotel image. As shown in the survey result, Lotte and Shilla Hotels are not getting positive impression from the potential clients such as hotel employees and travel agencies. Considering this fact, such first class hotels need to put more effort in improving hotel image perceived by hotel employees and travel agencies.