Table of content

Title Abstract Company Profile 1.0 Introduction 1.1 Statement of Problem 4 1.2 Rationale 5 1.3 Objectives of the Study 6 1.4 Literature Review 1.5 Research Methodology 1.5.1 Hypothesis 16 1.5.2 Hypothesis Testing 17 21 1.5.3 Research Design 1.5.4 Sample Design 23 - 24 1.5.5 Data Collection 27 1.5.6 Data Analysis 28 1.5 Expected Output 1.6 Gantt Chart Appendix Questionnaire References 29 30 25 22 14 7 - 13 Page 1 2 3

Abstract Quality is the theme of burning interest in the world of services. Today it is unthinkable to separate the world of services from the concept of quality. Every business is searching for innovative ways to increase customer satisfaction and encourage repeat purchase through quality service. The challenge facing hospitality managers, however is to identify and implement the most appropriate measurement tools to measure the quality of service experience for their operation. In highlighting the importance of service quality to the hospitality sector, this project seeks to measure the service level at the Contance Belle Mare Plage Hotel and tries to determine what aspects the guest considered to be significant when evaluating the hotel experience. The project presents a review of the literature related to the study of service quality. It tries to explore the relative importance, the determinants and relationship quality. The objectives of the research have been stated and hypotheses were developed accordingly. Surveys on guests were carried out to find about service quality at the hotel. Primary data was collected using a questionnaire. A sample of 30 guests was chosen for study. The information obtained after analysis has practical implications for the managers of the hotel as they can direct their resources to improve the weak service areas and refine their marketing efforts so that customer expectations are met by the service delivered.

1.0 Introduction

In today's competitive world, quality service is becoming more and more important in contributing towards the survival and competition of organizations especially in the tourism and leisure sector. Everybody is competing with everyone from everywhere for everything, there is this great need to outperform.

In the light of the above, this proposal will be based on "Measuring Service Quality at Constance Belle Mare Plage Hotel. It is essential that the services provided by the hotel are of high quality so that the hotel is placed in a firm position in the competitive market. Nowadays quality is a major issue for customers and hence it is important for organizations to keep pace with meeting customer expectations. Thus it is important to measure quality service.

1.1 Statement of the problem Service quality is at the core of the hotel industry in Mauritius. Customers expectations and perception of the service are the determining factors in the choice of the hotel. The Belle Mare Plage Hotel is a hotel which operates in a highly competitive environment with many other hotels in the vicinity. It has to emphasize on the importance of continuous improvement to sustain its competitive advantage. Sustainability of service quality is very important to be able to compete in the tough environment. Thus, measuring service quality will help to know where the hotel stands in delivering service and satisfying its customers.

1.2 Rationale I have chosen to conduct this study in order to evaluate customers level of satisfaction with the hotels services. It is to find out loopholes in the service delivery at Belle Mare Plage Hotel by measuring service quality. This study assesses how the hotel is perceived by its customers and find out about the quality of service the hotel provides. The purpose of the study can be use as a source of devising strategies to enhance service quality at Belle Mare Plage Hotel.

1.3 Objectives of the research work To assess the level of customer satisfaction with the hotels services To evaluate the gap between the actual performance received and the level of service expected by the customers by adapting the SERVQUAL model To know how far the guests expectation are met by the hotel in general To find out how far the customers are likely to recommend the hotel to others To know the extent to which Belle Mare Plage Hotel is perceived as good value for money To provide recommendations on how to enhance service quality at Belle Mare Plage Hotel

1.4 Literature Review Delivering quality service is one of the main challenges facing the hospitality sector as customers nowadays critically asses the quality of services that competing firms can provide. Therefore the importance of managing service quality has never been greater. This section offers a review of literature, which explores the concepts of service, service quality, and dimensions of service quality. There is a growing market for service worldwide. Many authors offered a various definitions of service, service quality and different ways of measuring service quality, which we shall see as we move on through the review. Service quality has become a critical component in running a successful business in today's economy (Blose et al., 2005). Recognition of the importance of service quality for both goods and services has grown tremendously the past ten years. In addition to this, Duncan and Elliot, (2004); Ranaweera and Neely,(2003);Jamal and Naser (2003)suggested, that the provision of high quality services enhances customer retention rates, helps attract new customers through word-of-mouth advertising, increases productivity, leads to higher market share, lowers staff turnover and operating costs, and improves employees' morale, and financial performance. In this environment, service quality is often proposed as a differentiation strategy, designed to enhance customer relationships and, in turn, long-term profitability. Therefore, our first argument will be about the authors; Parasuraman, Zeithaml and Berry (1985) who listed ten determinants of service quality that can be generalized to any type of service. The ten dimensions include:

Tangibles - the physical evidence of the service, physical facilities, appearance of personnel, tools or equipment used to provide the service, other customers in the service facility;

Reliability - consistency of performance and dependability; Responsiveness - willingness or readiness of staff to provide service; Competence - possession of the required skills and knowledge to perform the service by the contact personnel as well as operational support personnel;

Access - approachability and ease of contact;

Courtesy - politeness, respect, consideration, and friendliness of contact personnel;

Communication - keeping customers informed in language they can understand; Credibility - trustworthiness, believability, and honesty; Security - the freedom from danger, risk, or doubt. (e.g. physical safety and confidentiality);

Understanding - making the effort to understand the customers needs.

These ten dimensions were regrouped in the well known five dimensions in the SERVQUAL model (Parasuraman, Zeithaml and Berry 1990) which include tangible, reliability, responsiveness, assurance, and empathy:

Tangible - appearance of physical facilities, equipment, personnel, and communication materials;

Reliability - ability to perform the promised service dependably and accurately; Responsiveness - willingness to help customers and provide prompt service; Assurance - knowledge and courtesy of staff and their ability to convey trust and confidence;

Empathy caring and individualized attention to the customer.

Hence the SERVQUAL model developed by Parasuraman, Zeithaml and Berry reveals that service quality measurement is important as it has the potential to offer insights into areas of service quality strengths and weaknesses. In other words, it can serve as a diagnostic tool that guides management in its service quality improvement efforts by focusing attention in the areas that are most needful, also (Berry et al. 1994). On the other hands, OConnor et al. (1993) identified the criticism of the SERVQUAL model and reported that reliability was not a significant contributor to customer satisfaction in his research. Also, Woo and Ennew (2005) indicate that, in their research on service quality in business services markets, social exchange which roughly maps to the empathy dimension of PZBs model, and was found to be more important. Fornell et al. (1996) also confirms Woo and Ennews findings by stating that empathy had a greater impact on perceived quality than reliability. Thus while reliability may be an important dimension in some businesses, particularly the ones studied by PZB, it may not always be the case in other industries or in other market segments. Asubonteng, McCleary, and Swan (1996) recommend that firms who do not fall under the business types that PZB investigated should conduct further research to find out the dimensions relevant to the service they

provide. Unfortunately, it may not always be the case that businesses have the necessary resources to conduct such a research. Furthermore, in line with measuring service quality, Watson(1993) put forward the concept of benchmarking. Benchmarking has been differently defined by different organizations and authors. However, according to Watson(1993), the benchmarking concept should be viewed as a process of adaptation, not adoption. He argued that it is not just a question of what others are doing, the power of benchmarking comes from sharing ideas. Benchmarking theory is simply based on performance comparison, gap identification and the change management process (Watson, 1993). He further argues that, many benchmarking methods perform the same function as performance gap analysis. This has been also supported by many authors for example, Camp 1989, Karlof and Ostblom 1993. Benchmarking therefore help businesses to identify their strength and weaknesses, bringing changes and so helping businesses to better satisfy customer needs for quality service by establishing new goals and standards. It includes classification and awards, which can be used to measure the performance. On the otherhand, Dale(2003), Deming put forward 14 points, in measuring and managing quality service. He maintains that his 14 points apply anywhere to small institution as well as large ones, to the service industry as well as to manufacturing. The 14 points put forward by Deming for institutions to follow are: Create constancy of purpose toward improvement of product and service with the aim to become competitive and to stay in business, and to provide jobs. Adopt the new philosophy of quality and do not tolerate commonly accepted levels or errors and defects. Stop depending of mass inspection to improve quality. End the practice of awarding business and choosing suppliers based on price. Constantly improve the system of production and service by continually improving test methods and identification of problem, from the very first planning stages right up to distribution to customers.

 Adopt modern methods of training-on the-job by teaching employees the best method of achieving quality and use of tools such as statistical quality control. Adopt and institute leadership. Drive out fear, so that everyone may work effectively for the institution. Break down barriers between departments and staff areas. Eliminate slogans and exhortations for the workforce asking for zero defects and new level of productivity. Eliminate work standards (quotas) for the workforce and substitute it with leadership. Remove barriers that rob people pride of workmanship. Institute a vigorous programme of education and self-improvement for everyone. Put everybody in the institution to work to accomplish the transformation. The corner stone of Deming philosophy is based on statistical process control, which must be implemented where corrective action can be successfully instituted. In addition based on the measurement of service quality Min and Min (1997) reported two major service criteria (i.e., overall room values and front-office services) and 14 attributes which were relevant to luxury hotels. For this assessment the overall room values were sub-classified into seven different categories--cleanliness, atmosphere, comfort, quality and sufficiency of room fixtures, size of a guest room, availability of complimentary items, and price. Front-office services, on the other hand, were subdivided into seven attributes. These include courtesy; recovery from service failures (handling of complaints); responsiveness, such as convenience of reservation; promptness of check-in/check-out; hotel/tour guide information; tangibles such as variety/quality of sports/recreational facilities (e.g., swimming pools, and aerobic exercise rooms); and efficiency of a business centre (e.g., fax machines, personal computers, and copiers). By employing the analytical hierarchy process (AHP) and competitive gap analysis, they found that both cleanliness of a guest room and courtesy of hotel staff, were among the attributes that were considered most important, particularly in forming impressions of service quality.

Appiah-Adu(1999), in the interest of studying satisfaction and service quality as the antecedents of customer behavioural intentions in this paper has been stimulated, firstly, by the recognition that customer satisfaction does not, on its own, produce customer lifetime value. Furthermore Appiah-adu(1999) argues that the increase of retention rate implied greater positive word of mouth. Most researches agree that satisfaction is an attitude or evaluation that is formed by the customer comparing their pre-purchase expectation of what they would receive from the product to their subjective perception of the performance they actually did received. While satisfaction has been examined by many researchers in different industries (Fornell, 1992; Anderson and Sullivan, 1993; Bolton, 1998; Caruana, 2002; Ranaweera and Prabhu, 2003), service quality is also likely to influence consumer behavioural intentions (Bitner, 1990; Cronin and Taylor, 1992, 1994; Choi et al., 2004). Cronin, Brady and Hult (2000) stated that examining only one variable at a time may confound the understanding of consumer decision-making and this may lead to inappropriate marketing strategies. This view is supported by Caruana (2002) as well. Identifies that here, there has been an attempt to correlate other authors acceptance upon the theory.

Conclusively, it can be noted that different authors have put forward different point of views. As Parasuraman, Zeithaml and Berry (1985) put forward the well known five dimensions in the SERVQUAL model; on the other hand Watson(1993) argued about the concept of benchmarking, measuring and achieving service quality. Moreover quite differently Min Min (1997) brought forward his 14 attributes in assessing and determining service quality which was considered to be important in forming the impressions of service quality.

1.5 Research Methodology 1.5.1 Hypothesis A hypothesis is a tentative statement that proposes a possible explanation to some phenomenon or event. A useful hypothesis is a testable statement which may include a prediction but it is usually used for testing two variables. 1st Hypothesis The primary focus of Constance Belle-Mare Plage is service, and service quality has been the most studied topic in management and marketing research during the past decade. A repeated theme in the literature is that service quality, as perceived by consumers, is a function of what customers expect and how well the firm performs in providing the service. First hypothesis; H0 - There is a function between customers expectation and firms performance level in providing services. H1 - There is no function between customers expectation and firms performance level in providing services. 2nd Hypothesis Among the most popular assessments tools of service quality is SERVQUAL, developed in 1988 by the marketing research team of Berry, Parasuraman, and Zeithaml (PB&Z). As per to this study, they evolved a set of five dimensions, listed as to be: tangibility, reliability, responsiveness, assurance and empathy.

Second hypothesis; H0 - The SERVQUAL instrument helps service providers to understand both customers expectations and perceptions of specific services, as well as quality improvements over time. H1 - The SERVQUAL instrument do not really assist service providers to understand both customers expectations and perceptions of specific services, as well as quality improvements over time. 3rd Hypothesis Customers inevitably assess the quality of the service during and after its provision. Their assessments (external measures of service quality) result in a level of customer satisfaction. Thus service organizations may measure service quality not only on the basis of their own internal data but also by using external data, by monitoring customer satisfaction Third hypothesis; H0 - Firms can monitor customer satisfaction by means of external measure of service quality H1 - It wont help firms to supervise customer satisfaction though investing upon external measure of service quality.

Hypothesis 4 The service quality provided and behavioural intention is widely a matter of issue for organizations. Service quality is important to the marketer because it is generally assumed to be a significant determinant of repeat sales and positive word of mouth. So there tend to be a link between service quality and demand for the service provided. Forth hypothesis; H0 - There is a link between quality and the demand for a service being provided. The better the service quality is, the more customers would be willing for repeated purchase. H1 - There is no link between quality and demand for a service being provided, as customers do not like tasting the same service again and again though of good quality.

1.5.2 Hypothesis testing

Hypothesis 1 H0 - There is a function between customers expectation and firms performance level in providing services. H1 - There is no function between customers expectation and firms performance level in providing services. Question: Does the overall services provided by the hotels meet your expectations? 1. Service is not satisfactory 2. This is the least service I could expect 3. Service provided exceeds expectation (Please encircle the most appropriate one) Out of 25 customers, 2 opted for option 1, 4 opted for option 2 and 19 opted for option 3, therefore since the majority of the sample are in favour of the services provided by the hotel, it means that the first hypothesis is factual, and H1 is rejected. The hotel mostly meets the expectation of its customers. Hypothesis 2 H0 SERVQUAL instrument helps service providers to understand both customers

expectations and perceptions of specific services, as well as quality improvements over time. H1 - The SERVQUAL instrument do not really assist service providers to understand both customers expectations and perceptions of specific services, as well as quality improvements over time. 1st Question: Do you regard the service being offered to you to be consistent?

Yes No 2nd Question: Do you trust the service being offered to you? 1. Completely trust 2. On a casual basis 3. Dont trust

3rd Question: Do you feel that the staffs are responsive/ willing to improve upon the servicing performance? Yes No Note: Question 1 = Reliability Question 2 = Assurance, tangible Question 3 = Empathy, responsiveness.

For question 1, 21 customers chose yes, while 4 customers opted for no. Taking question 2 into consideration, 18 respondents chose option 1 and 7 chose option 2. Moreover for question 3, 24 out of 25 respondents answered yes. Most of them opted for YES as they see the service to be reliable, consistent, trustworthy and responsive. So while concluding all the three questions, from the questionnaire, we can denote that H0 is true, and that indeed SERVQUAL model is helpful.

Hypothesis 3

H0 - Firms can monitor customer satisfaction by means of external measure of service quality. H1 - It wont help firms to supervise customer satisfaction though investing upon external measure of service quality. Question 1: How would you rate this hotel, as service provision is concern? 1. Excellent 2. Good 3. Satisfactory 4. Bad 5. Worst Question 2: Do you agree that when services offered are of a certain degree of professionalism, customers feel valued and willing to seek for the same service again and again? Agree Disagree Responses for the first question are as follows; 9 opted for 1, 12 opted for 2 and 4 opted for option 3. The second question involve a response of 23 agree and 2 disagree. Therefore it can be concluded from the result that building up brand image, high class hotel goodwill, and servicing professionally, the hotel is able to maintain customer satisfaction and moreover, acquire new ones. As such it can be noted that H0 is supported and H1 is rejected.

Hypothesis 4

H0 - There is a link between quality and the demand for a service being provided. The better the service quality is, the more customers would be willing for repeated purchase. H1 - There is no link between quality and demand for a service being provided, as customers do not like tasting the same service again and again though of good quality. This one was a bit confusing indeed, so I modified it, its interrelated, but relevant to service quality. Question: What would you prefer? 1. Seek for the maximum of services offered form various hotels, regardless of quality. 2. Seek for few services of a single hotel, but provided they are quality service. Finally based on the result obtained, there is a link between quality and demand for service, as the better quality the more the service will be demanded. And this has been proved as the majority of the respondent has opted number 2. Given out of 25, 22 respondents went for option 2. Thus, it is denoted that H0 is factual since it is supported while H1 is rejected.

1.5.3 Research design

Research may be defined as a systematic and objective investigation of a subject or problem in order to discover relevant information or principles. It is concern with collecting information through the application of research techniques. A research design can be considered as a plan for the study at hand, used as a guide in collecting and analyzing data. It ensures that the study will be relevant to the problem. The literature review has provided information and good understanding of service quality and customer satisfaction. However, it is important to gather primary which is more specific to the actual research. A more complex research technique was used to understand the customers point of view about the hotel. This was done through quantitative research. Quantitative research is numerically oriented, requires significant attention to the measurement of market phenomena and often involves statistical analysis. Quantitative research is used to measure how many people feel, think or act in a particular way. The best way of carrying out quantitative research was the survey. Therefore, it was the best alternative for measuring the perception and expectation of the customers about the hotel and its staff. However a proper methodology should be devised before actually conducting the research. The methodology described the methods that were used to conduct the research.

1.5.4 Sample design

It was not feasible to include every tourist staying at the hotel in the research study. Thus, participants for the survey were selected and the latter will represent a sample. A sample is a subset of the population selected for the survey which represents the whole population for the study. For measuring service quality at Belle Mare Plage Hotel, it was important to determine a way of choosing that sample from the whole population. The total number of tourist staying in the hotel during the survey was the targeted population of this research study. Basically, there are two types of sampling which are the probability and non probability sampling. A probability sampling scheme is one in which every unit in the population has a chance (greater than zero) of being selected in the sample, and this probability can be accurately determined. The combination of these traits makes it possible to produce unbiased estimates of population totals, by weighting sampled units according to their probability of selection. Non-probability sampling is any sampling method where some elements of the population have no chance of selection (these are sometimes referred to as 'out of coverage'/'undercovered'), or where the probability of selection can't be accurately determined. It involves the selection of elements based on assumptions regarding the population of interest, which forms the criteria for selection. Due to limited period of time, a non probability sampling was used for this study. It was conducted on the beach within the hotel and at its swimming pool to get quicker response. The chosen respondents were anyone who was found on the beach or at the swimming pool. A sample size of 30 was targeted and finally, the response rate was 26.

1.5.5 Data collection

There are two major approaches in gathering information about a situation, problem or phenomenon. Sometime information is already available and need to be extracted only. However there are times when information must be collected. Based upon these broad approaches to information gathering data are categorized as: Primary Data and Secondary Data Primary Data Primary research also called field research involves the collection of data that does not already exist. This can be through numerous forms, including questionnaires and telephone interviews amongst others. This information may be collected in things like questionnaires, magazines and interviews. Primary sources are always the most authoritative because the information has not been filtered or interpreted by a second party. Secondary Data Secondary research also known as desk research involves the summary, collation or synthesis of existing research that is secondary data is information that has been previously gathered for some purpose other than the current research project. There are two basic sources of secondary data: data available within the organisation (internal data) and information available from published and electronics sources originating outside the organisation (external data). Internal data may include organisation reports, information in human resource department. External data may include government reports, newspaper, the Internet. To carry out the data collection, the survey method was used. Survey research involves asking respondents direct questions and the survey tool is the questionnaire. The purpose of the questionnaire is to obtain reliable and valid data from the guests of Belle Mare Plage Hotel on the subject being researched. Thus a guest questionnaire was better for the research.

A questionnaire is a format containing a list of questions sequentially ordered so as to obtain answers from respondents identified in the sample (Gupta 2003). The choice of questions included in the questionnaire was determined by the research objectives. A standard questionnaire was designed for the guest of Belle Mare Plage Hotel in English. The questionnaire is a structured-undisguised questionnaire in which questions are presented with exactly the same wording and in exactly the same order to all respondents when collecting data (Churchill, 1996). The reason for standardising the wording is to ensure that all respondents are replying to the same question and that comparisons can be carried out. Pre-testing Questionnaire needs to be tested before collection of data. As Churchill (1996) stated data collection should never begin without adequate pre-tested of the questionnaire. Any short comings of the questionnaire were identified so that necessary corrections were done. Pretested is done to ensure that potential respondents will understand the questions easily and provide relevant data. It was done by giving questionnaires to a small group of 5 respondents. Methods of administering guest questionnaire The method used was to distribute questionnaire to any guests who were found on the beach and at the swimming pool. Questionnaires were left with the appropriate respondents and were lately collected. Self-administered method was used which meant the respondents filled the questionnaire on their own. The researcher collected the questionnaire from the guests. For a higher response rate blank questionnaires were also left to the staff so that they could help the researcher to distribute the questionnaires. Self administered questionnaire was mostly used because: The respondent filled the questionnaire at any time convenient to him or her.

 It also saved lot of time of the researcher Limitations of the study: Cost was too high to allow a larger sample size. Its takes considerable time for data collection. There were language barriers because some respondents did not understand English clearly. Some respondents found the questionnaire too long. Some questionnaires were returned blank.

1.5.6 Data analysis Data analysis is a process of gathering, modeling, and transforming data with the goal of highlighting useful information, suggesting conclusions, and supporting decision making.

After gathering all the data for the researched project, they will be processed, analysed and interpreted. Going through the research study, it can be concluded that, all the hypotheses developed turned out to be factual. They were all supported through the hypothesis testing questions found in the questionnaire. Most of the responses from customers were in favour of the hypotheses. Through this study it has been studied that firms can make use of SERVQUAL model to measure customer satisfaction and as such attract new ones. Moreover along with this it has also been identified that brand image, high class hotel goodwill, and servicing professionally also help to maintain customer satisfaction and encourage repeated sales. Also, in line with service quality, it has also been proved by the hypothesis that the better is the service quality the more the services will be demanded. The data obtained from the research project has also evaluated the position of Belle Mare Plage Hotel in providing services. It can also be concluded from the research data that Belle Mare Plage Hotel constitute a high goodwill and has competitive advantages to a large extent since result has shown a more positive responses from most of the targeted customers.

1.6 Expected Output This research project have the following expected output, once implemented it should: Help to identify key areas to satisfy customers

This will direct the hotel towards the aspects that it should put more emphasis to enhance quality service. The research study should therefore be able to identify the aspects which are of more interest to customers of the hotel. Identify clearly the need and expectations of customers The needs and expectations of customers need to be spotted by the study carried out. Identification of customer expectations and their needs will help the hotel to be in better position to meet the customers expectations. Help to measure gap between the expected service quality of customers and the actual services received through the implementation of the SERVQUAL model The study should help to identify the gap between the actual service quality and expected service of customers. This will help in evaluating the actual stand of the hotel in terms of quality service and the change that will need to overcome the gap. Help to provide recommendations to enhance the service quality further at Belle Mare Plage Hotel The study should also be able to provide recommendations to the hotel concerning how service quality can be further enhance and what ways can be adopted to improve the quality service provided by the hotel. Help to identify and evaluate the relationship between service quality and customer behavior The research should also be able to identify the link between service quality and the behaviour of customers. And thus, constituting how service quality has an impact on customer intentions. 1.7 Gantt chart A Gantt chart is a type of bar chart that illustrates a project schedule. Gantt charts illustrate the start and finish dates of the terminal elements and summary elements of a project. Terminal elements and summary elements comprise the work breakdown structure

of the project. In simple words Gantt charts give a clear illustration of project status. The following shows the Gantt chart of the research work:

APPENDIX 1

Questionnaire

Measuring Service Quality at Belle Mare Plage Hotel University of Mauritius Project
Dear Sir/ Madame, My name is Chuckoury Bibi Razia, Bsc Management student at the University of Mauritius, Reduit. As a partial requirement for the course, I am conducting a survey on Measuring Service Quality at Belle Mare Plage Hotel. I would be grateful if you could spare me a few minutes of your precious time to fill this questionnaire. I assure you that all information acquired shall be treated as confidential and will be used for academic purpose only. It will be kept in the faculty at University of Mauritius, Reduit, in secure storage. It is to be noted that completion of the questionnaire is voluntary and that you are free to withdraw from this study at anytime you want without prior communiqu. I thank you in advance for your kind cooperation in this study. And I sincerely wish you a pleasant stay at Belle Mare Plage Hotel. Yours sincerely, with kind regards RC Section A: Choice of the Hotel 1. Is this your first Visit to the Belle Mare Plage Hotel?

Yes

No

2. How did you first learn about Belle Mare Plage Hotel? Tour Operators and Travel Advertising or Brochures Friend and Relatives Hotel website or internet Other (please specify) 3. What have you encourage to choose Belle Mare plage Hotel? Good Service Quality Low Prices Good Value for money Promotions Friends and Relatives Geographical Location

Section B: Services at Constance Belle Mare Plage Hotel 4. How would you rate the following services? Very poor Poor Average Good Excellent

Hotel Welcome Reservation Reception Luggage Delivery Guest Relations Telephone Operator Pool service Hotel Information 5. To what extent are you satisfied or dissatisfied with the following accommodation:
Very Very Dissatisfied Satisfied Satisfied Dissatisfied Average

Room size Room service Room comfort Laundry service Cleanliness of rooms Colour & Design of room

6. How satisfied or dissatisfied are you with the following variables at the Restaurant and Bar of the Hotel?
Very Very Dissatisfied Satisfied Staisfied Dissatisfied Average

Restaurant service Bar service Food variety Food quality Dcor & design Variety of beverages & wine 7. How would you rate the following activities and entertainment available at the Hotel?
Very poor Excellent Poor Average Good

Entertainment Swimming pool Bowls Snorkeling Darts Video games Television with satellite Diving Windsurfing Excursions

Section C: Overall Perception of service quality and loyalty 8. Do the overall services provided by the hotels meet your expectations? Service is not satisfactory

This is the least service I could expect Service provided exceeds expectation Comment upon your answer please. 9(a) Do you regard the service being offered to you to be consistent? Yes No 9(b) This question is in line with question 9(b) If your answer is Yes, do you think consistency is very important? Please comment on your answer.

10. Do you trust the service being offered to you? Completely trust On a casual basis Dont trust

Comment upon your answer please. 11. Do you feel that the staffs are responsive/ willing to improve upon the servicing performance? Yes No 12(a). How would you rate this hotel, as service provision is concern? Excellent Good Satisfactory Bad Worst

12(b). How you would describe our hotel's servicing as compare to hotels in your country.

13. Do you agree that when services offered are of a certain degree of professionalism, customers feel valued and willing to seek for the same service again and again? Agree Disagree

14. What would you prefer? Seek for the maximum of services offered form various hotels, regardless of quality. Seek for few services of a single hotel, but provided they are quality service.

15. Belle Mare Plage Hotel represent good value for money?
Strongly Disagree Disagree Neutral Strongly Agree Agree

16. Is the atmosphere of the hotel attractive to you? Yes No

16(b) This question is in relation to 6(a)

Has the hotel meet your expectation concerning the environmental atmosphere? Comment upon your answer please.

17. How likely are you to stay at the hotel again?

Very Unlikely Unlikely Neither likely Nor unlikely Very Likely Likely

Part D: Demographic profile 18. Is this your first visit to Mauritius? Yes No

19. What is the purpose of your visit? Business Holiday Visiting friends and relatives Honeymoon Other (please specify) ..

20. Gender: Male

Female 21. Age: Under 20 21- 29 30-39 40-49 50-59 Above 60 years old

End of questionnaire Thank you again for your valuable time and co-operation.