HOTEL QUESTIONNAIRE
QUESTIONNAIRE
Part I
Please answer all the questions by rating the expectations of the hotel
that you stayed in, in relation to each of the following attributes on
a 7-point scale, ranging from 1 (definitely agree) to 7 (do not agree
all).
PLEASE TICK OR CIRCLE THE NUMBER THAT BEST INDICATES YOUR RESPONSE.
Hotel Products and Services Expectations
Statements in the Reliability Dimension
(1) Staff at an excellent hotel will 1 2 3 4 5 6 7
provide service as promised
(2) Staff at an excellent hotel will 1 2 3 4 5 6 7
be dependable in handling customers
service problems
(3) An excellent hotel will perform the 1 2 3 4 5 6 7
service right at the first time
(4) An excellent hotel will maintain 1 2 3 4 5 6 7
error-free records
(5) An excellent hotel will keep 1 2 3 4 5 6 7
customers informed of the
performance of services
Expectations Statements in the Responsiveness Dimension
(6) Staff at an excellent hotel will 1 2 3 4 5 6 7
give prompt service to customers
(7) Staff at an excellent hotel will 1 2 3 4 5 6 7
be ready to respond to customers'
requests
(8) Staff at an excellent hotel will 1 2 3 4 5 6 7
always be willing to help customers
Expectations Statements in
the Assurance Dimension
(9) Staff at an excellent hotel will 1 2 3 4 5 6 7
be consistently courteous and
friendly with customers
(10) An excellent hotel will provide 1 2 3 4 5 6 7
safe environment to stay
(11) Staff at an excellent hotel will 1 2 3 4 5 6 7
have the knowledge to answer
customers' requests
Expectations Statements in the Empathy Dimension
(12) An excellent hotel will have 1 2 3 4 5 6 7
staff who give its customers
personal attention
(13) The staff of an excellent 1 2 3 4 5 6 7
hotel will understand the specific
needs of their customers
(14) The staff of an excellent hotel 1 2 3 4 5 6 7
will have customers' best interests
at heart
Expectations Statements in the Tangibles Dimension
(15) Staff at an excellent hotel will 1 2 3 4 5 6 7
appear neat, e.g. uniform, grooming,
etc.
(16) An excellent hotel will have modern 1 2 3 4 5 6 7
looking equipment, e.g. dining
facility, bar facility, crockery,
cutlery, etc.
(17) The physical facilities, e.g. 1 2 3 4 5 6 7
buildings, signs, furnishing of
room/lobby, dining room decor,
lighting, carpet, etc., at an
excellent hotel will be visually
appealing
(18) Materials associated with the 1 2 3 4 5 6 7
service, e.g. pamphlets, statements,
table wine, serviettes, will be
visually appealing in an excellent
hotel
(19) An excellent hotel will have 1 2 3 4 5 6 7
adequate fire safety facilities
and instructions
(20) An excellent hotel will provide 1 2 3 4 5 6 7
the Internet accessibility service
to its customers
(21) An excellent hotel will have 1 2 3 4 5 6 7
swimming pool, sauna and health club
(22) An excellent hotel will have an 1 2 3 4 5 6 7
easily accessible reservation system
(23) An excellent hotel will provide quick 1 2 3 4 5 6 7
check-in and checkout services
(24) An excellent hotel will provide 1 2 3 4 5 6 7
clean and comfortable rooms
(25) An excellent hotel will be situated 1 2 3 4 5 6 7
at a convenient and easily accessible
location
Part II
Please answer all the questions by rating the perceived performance
of the hotel that you stayed in, in relation to each of the following
attributes on a 7-point scale, ranging from 1 (definitely agree) to 7
(do not agree all).
PLEASE TICK OR CIRCLE THE NUMBER THAT BEST INDICATES YOUR RESPONSE.
Hotel Products and Services Perceptions
Statements in the Reliability Dimension
(1) Staff at the hotel are able 1 2 3 4 5 6 7
to provide service as promised
(2) Staff of the hotel are dependable in 1 2 3 4 5 6 7
handling customers' service problems
(3) The hotel performs the service right 1 2 3 4 5 6 7
at the first time
(4) The hotel maintains error-free 1 2 3 4 5 6 7
records
(5) The hotel keeps customers informed 1 2 3 4 5 6 7
of the performance of services
Perceptions Statements in the Responsiveness Dimension
(6) Staff at the hotel give prompt 1 2 3 4 5 6 7
service to customers
(7) Staff at the hotel are ready to 1 2 3 4 5 6 7
respond to customers' requests
(8) Staff at the hotel are always 1 2 3 4 5 6 7
willing to help customers
Perceptions Statements in the Assurance Dimension
(9) Staff at the hotel are consistently
courteous and friendly with customers 1 2 3 4 5 6 7
(10) The hotel provides a safe environment 1 2 3 4 5 6 7
to stay in
(11) Staff at the hotel have the knowledge 1 2 3 4 5 6 7
to answer customers' requests
Perceptions Statements in the Empathy Dimension
(12) The hotel gives its customers 1 2 3 4 5 6 7
individualized attention
(13) Staff of the hotel understand the 1 2 3 4 5 6 7
specific needs of their customers
(14) Staff of the hotel have customers' 1 2 3 4 5 6 7
best interests at heart
Perceptions Statements in the Tangibles Dimension
(15) The hotel has modern looking 1 2 3 4 5 6 7
equipment
(16) The physical facilities are visually 1 2 3 4 5 6 7
appealing
(17) Materials associated with the 1 2 3 4 5 6 7
services are visually appealing
in the hotel
(18) The hotel has adequate fire safety 1 2 3 4 5 6 7
facilities and instructions
(19) The hotel provides the Internet 1 2 3 4 5 6 7
accessibility services for its
customers
(20) The hotel has swimming pool, sauna 1 2 3 4 5 6 7
and health club
(21) The hotel has an easily accessible 1 2 3 4 5 6 7
reservation system
(22) The hotel provides quick check-in 1 2 3 4 5 6 7
and check-out services
(23) The hotel provides clean and 1 2 3 4 5 6 7
comfortable rooms
(24) The hotel has modern looking 1 2 3 4 5 6 7
equipment
(25) The hotel is situated at a convenient 1 2 3 4 5 6 7
and easily accessible location
Part III
How do you feel about your overall stay at the hotel?
Not satisfied Perfectly satisfied
at all
1 2 3 4 5 6 7
Part IV
Respondent's details
1) Your gender is:
[] Male
[] Female
2) Please indicate your level of education:
[] Primary school or below
[] Secondary school
[] Bachelor degree
[] Master degree
[] PhD
[] Others (please specify) --
3) What is your profession?
[] Management
[] Professional
[] Trader/proprietor
[] Retired
[] Others (please specify) --
4) Where are you from?
[] Malaysia
[] North America
[] Europe
[] New Zealand/Australia
[] East Asia/Pacific
[] South-East Asia
[] Central Asia
[] Others (please specify) --
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