Hotel Study
Given
what you know at this moment:
1. If your hotel stay ended today, what
grade would the service receive? (mark the scale
below)
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A B C D F
2.
If your hotel stay ended today, what grade would the service deserve?
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A B C D F
3.
What grade do you think the hotels service will receive at the end of your stay?
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A B C D F
4.
What grade do you think the hotels service will deserve at the end of
your stay?
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A B C D F
5. At
this point in time, what overall grade would you give to this hotel?
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A B C D F
6. Rate the hotel service on the following
dimensions:
Disagreeable : 1 2
3 4 5
6 7 : Agreeable
Not Conscientiousness :
1 2 3
4 5 6
7 : Conscientiousness
Introverted : 1 2
3 4 5
6 7 : Extroverted
Unimaginative; Uncreative: 1 2
3 4 5
6 7 : Imaginative; Creative
Likeable :
1 2 3
4 5 6
7 : Unlikable
7.
Rate the hotel with a grade of A, B, C, D, or F on the following statements:
_____ The hotel created a
relaxing atmosphere
_____ The hotel explained
its service and billing procedures clearly
_____ The hotel showed an
interest in my needs
_____ The hotel set high
standards
_____ Rate your overall satisfaction
with this hotel
These
were summed and average to create a measure called toteval1 or toteval2 for
the second measure, etc.
Hotel Study
Code Book
Survey given to customers who stay three or more days.
1. Before
the customer came to the hotel:
Demographics:
Hotel Hotel 1 through Hotel 14
Country
Reason Business = 1 Buss & Pleasure = 2 Pleasure = 3 Other = 4
Sex Male = 1 Female = 2
Age
Experience Do you travel often?
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4 3 2 1 0
Often Seldom First trip
_______________________
Expected service grade A through F
Expected deserved grade A through F
(Rest of Form)
2. After one night
stay
4. When stay completed.
_______________________
MangGrd Estimate of manager of service to customer
(Hardheaded comparative evaluation, usually
lower than
the guests own evaluation.)