Employees' perception on service quality of beach hotels in Babak District, Island Garden City of Samal

Abstract

This study aimed to assess the employees' perception on service quality of beach hotels in babak district, Island Garden City of Samal. The study employed a quantitative research design, a quantitative study requires the involvement of numbers and statistical measurement and can be analyzed mathematically. The research instrument used was a structured questionnaire, which assessed various aspects of service quality. The data collected were analyzed using appropriate statistical methods, including mean scores, t-tests, and analysis of variance (ANOVA). A total of 60 employees in selected beach hotels participated in the study through the use of a survey questionnaire. Additionally, the study investigated whether there were significant differences in the perception of employees on service quality when grouped according to gender, and age. The research findings revealed that the majority of the respondents fall within the ages and shown an even distribution of male and female respondents. Results also shows a very high level of perception regarding the quality of service provided. In addition, this study suggests a significant difference on service quality of hotels as perceived by employees when grouped according to gender. However, no significant differences were observed in the perception of employees on service quality of hotels when grouped according to age.