Service quality assessment of a hostel

Hey, My name is Violetta, I am studying at Vilnius University and right now I am writing my master thesis. I created this questionnaire for people who visited hostels in Vilnius. The questionnaire provided below is a research instrument for my master thesis. Thank you in advance, sorry for disturbing.

Results are publicly available

Which hostel did you stay in

What is your occupation?

age

Gender

In which hotel have you stayed

Length of stay

Purpose of your trip

reason for choosing

Country of origin

After visiting hotel in Vilnius please rank the hotel according to your experiences. (perception score) 1 strongly disagree - 7 strongly agree

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Hotel company has modern looking equipment.
The visually appealing physical facilities. (Modern and comfortable furniture)
Employees at hotel are neat in their appearance
Materials associated with the service (pamphlets or statements) are visually appealing at a hotel
Reliability When hotel promised to do something by a certain time, they did
When a customer had a problem, hotel showed a sincere interest in solving it.
Hotel performed the service right the first time
Hotel provided the service at the time they promised to do so
Hotel insisted on error-free records
Responsiveness Employees of hotel told customers exactly when services were performed
Employees of hotel gave prompt service to customers
Employees of hotel will always be willing to help customers
Employees of hotel never were too busy to respond to customers’ requests
Assurance Ability of staff to instill confidence in customers
Making customers feel safe in their transactions
Courteous staff
Knowledgeable staff to answer customer questions
Empathy Excellent hotel gave customers individual attention.
Hotel was opened to customers 24 hrs.
Hotel had their customers’ best interest at heart.
Dealing with customers in a caring fashion
The employees of hotel understood the specific needs of their customers.

After visiting hotel in Vilnius please rank the hotel according to your expectations i.e. what you expected hotel to provide (expectation score). 1 strongly disagree - 7 strongly agree

1234567
Hotel company has modern looking equipment.
The visually appealing physical facilities. (Modern and comfortable furniture)
Employees at hotel are neat in their appearance
Materials associated with the service (pamphlets or statements) are visually appealing at a hotel
Reliability When hotel promised to do something by a certain time, they did
When a customer had a problem, hotel showed a sincere interest in solving it.
Hotel performed the service right the first time
Hotel provided the service at the time they promised to do so
Hotel insisted on error-free records
Responsiveness Employees of hotel told customers exactly when services were performed
Employees of hotel gave prompt service to customers
Employees of hotel will always be willing to help customers
Employees of hotel never were too busy to respond to customers’ requests
Assurance Ability of staff to instill confidence in customers
Making customers feel safe in their transactions
Courteous staff
Knowledgeable staff to answer customer questions
Empathy Excellent hotel gave customers individual attention.
Hotel was opened to customers 24 hrs.
Hotel had their customers’ best interest at heart.
Dealing with customers in a caring fashion
The employees of hotel understood the specific needs of their customers.

Listed below are the five sets of features pertaining to hotel and the services they offer. We would like to know how much each of these sets of features is important to the customer. Please allocate 100 points among the five sets of features according to how important it is to you. Make sure the points add up to 100. Features Points 1. Physical facilities, equipment and appearance of personnel in the hotel 2. The hotel’s ability to perform the promised service dependably and accurately 3. The hotel’s willingness to help customers and provide prompt service. 4. The knowledge and courtesy of the hotel's employees and their ability to convey trust and confidence. 5. The caring individual attention the hotel provides its customers. Total: 100