Thanika Devi Juwaheer
University of Mauritius
GENDER BIAS IN HOTEL GUESTS’ PERCEPTIONS OF SERVICE QUALITY: AN EMPIRICAL INVESTIGATION OF HOTELS IN MAURITIUS
The study investigates the service quality of hotels of Mauritius on the basis of their customers’ perceptions and expectations and explores how gender differences affect hotel guests’ perceptions of service quality dimensions. The result of an empirical study of international tourists staying in hotels of Mauritius generally support the hypothesis that gender affects service quality perceptions and the relative importance attached to various service quality dimensions of hotels. This research provides relevant and important information to hotel managers in Mauritius and the neighbouring islands to use in developing tourism strategies – operational, human resource and marketing – and in targeting these strategies in terms of the gender difference in service quality perceptions among their hotel guests.
Key words: Hotels, service quality dimensions, SERVQUAL, perceptions and expectations, gender, Mauritius, Multiple Discriminant Analysis
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