Comparing local and foreign perceptions of service quality of five-star hotels in Sri Lanka

CITATION

Kumarasinghe, S., Lee, C. & Karunasekara, C. (2019) Comparing local and foreign perceptions of service quality of five-star hotels in Sri Lanka, Journal of Quality Assurance in Hospitality & Tourism, 20(1), 44-65

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ABSTRACT
Using the SERVQUAL model, this study analyses the survey data
from 400 local and foreign guests of five-star hotels in Sri Lanka.
The study discovered local visitors were less satisfied with the
assurance aspect of hotel service, while foreign visitors were less
satisfied with the empathy aspect. Overall, foreign visitors had
higher expectations and perceptions of hotel service compared
to locals. The study demonstrates variations between local and
foreign visitors’ perception and satisfaction of hotel service
quality. This sheds light on differing treatments expected by
foreign visitors than their domestic counterparts which is useful
in strategic decision-making and service improvement.


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