4.2 Service Gaps by The Housekeeping Employees
In order to identify the service gaps by the housekeeping personnel, the guests were asked questions on the bathroom and room cleaning service to know their perceptions on the satisfaction as to the housekeeping service. The author conducted the survey on the hotel guests from the 23rd of September, 2013 to the 30th of October, 2013 offering 320 questionnaires to the guests when they were free in the hotels. It is noted that 105 guests were from Sweden and 17 guests were from the other countries as the international ones. In addition, 5 guests came from Norway. 2 guests were from Finland and Russia each, 3 guests were from the USA and 1 guest visited from England, Scotland, Netherland, Italy and Spain each.
Table 1 shows the service gaps (Hoffman and Bateson, 2008) that caused differentiation on the satisfaction on the cleaning services perceived by the hotel guests. The number of the guests responded on the housekeeping services. 128 guests responded on the cleaning service. Largely, most of the guests were satisfied with the room and bathroom cleaning service, whereas some of the guests were strongly satisfied on the room and bathroom cleaning respectively. Thus, the results specify service gaps (Hoffman and Bateson, 2008) or customers’ perceptions and expectations-related gaps (Brogowicz et al., 1990).
Service gaps and perceptions and expectations-related gaps were accountable for the difference on the guest’s satisfaction about the cleaning service.
Table 1: Overall perceptions on the cleaning service