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Publication
Hotel service quality assessment: the generation z perspective
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| 1.31 MB | Adobe PDF |
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Abstract(s)
The main purpose of this study was to define the assessment of hotel attributes by
Generation Z, which comes to the tourist market as the most popular customers in this
area. Targeting Generation Z tourists is one of the newest trends abroad. Such travellers
adhere to the thought of “YOLO”, that is, “you only live once”.
The questionnaire was created as a knowledge of the collection method, within
which 412 participants took part. The questionnaire was divided into three main sections:
sociodemographic and general section, assessment of service quality and assessment of
hotel attributes divided into hotel departments section. All data collection and obtained
statistical results were analysed and presented by the program SPSS V.28 (Statistical
Package for the Social Sciences).
The research has found that the most important three attributes for Generation Z
while booking a hotel are location, comfort, and wi-fi. And the least three important are
staff, facilities, and cleanliness. As well were identified the attributes with the highest
agreement on importance in five parameters of service quality, which are criteria for
evaluating hotel attributes, such as tangibles, reliability, responsiveness, assurance, and
empathy. Such as the attributes that were divided into departments’ performance: the front
office, food and drink, cleaning, entertainment, and widespread characteristics of the
hotel.
The main value of this study is its contribution in terms of the characteristics of
generation Z, their behaviour during hotel booking, and their assessment of hotel
attributes.
Description
Keywords
Generation Z Service quality Hotel attributes Hospitality