A manager’s perspective on generation Y in the hospitality

Research studies investigating service quality in organizations have popularized various tools. However, the usefulness of these tools in cross-cultural settings has been challenged and needs further investiga-tion. The purpose of this study is to examine the efficacy of PAKSERV in deciphering the service quality of public sector hospitals in the Asian context of Pakistan. The study used a survey method where data was collected through a questionnaire which employed the PAKSERV dimensions of tangibility, reli-ability, assurance, sincerity, personalization and formality. Data was collected from 500 respondents visiting different public sector hospitals in the province of Punjab, Pakistan. The collected responses were analyzed using means, correlations and confirmatory factor analysis to interrogate the PAKSERV model’s reliability and confirmation in an entirely new context. Findings suggest some clear gaps in the quality of public hospitals in Pakistan, specifically in the ‘formality ’ and ‘tangibility ’ dimensions. However, all PAKSERV dimensions generated excellent results except for the ‘Formality ’ dimension, which indicates a need for theoretical adjustments while investigating further the service quality of public sec-tor health care. This research is an original contribution to the body of knowledge as PAKSERV has been used for the first time to measure service quality of public sector hospitals in Asian settings. The

as assistant Professor. Service quality is considered as an important aspect to the success of hospitality industry, the importance of evaluating service quality provided to guests becomes apparent. Assessing service quality provides with the necessary information needed to manage service delivery operations appropriately. Considering the importance, the study aims to evaluate the service quality of two five star hotels in Chittagong using random sampling. The study applied SERVQUAL model consisting of five dimensions namely tangibility, reliability, responsiveness, assurance, and empathy. Based on a questionnaire survey of 68 customers (guests), frequency analysis, gap analysis between perceptions and expectations, reliability tests of items were conducted. The results of the reveal that the overall service quality of sample hotels is rated as-0.24. The perception of service delivery was less than expectations of guests in all the dimensions of SERVQUAL. The sample hotels have not fulfilled the expectations of their guests. The findings of the study imply that the management of selected hotels should understand the guests ’ expectation and standardize their relevant services with expectation, set proper standards and support them with necessary resources to minimize the gaps between perception and expectation.

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