CHAPTER 3 RESEARCH METHODOLOGYIn th

CHAPTER 3 RESEARCH METHODOLOGY
In this chapter, the methodology of the study consisted of four sections which were participants, research instrument, procedures and data analysis.
Participants
The participants of this study consisted of 60 customers who stayed at the hotel from 1st -15th September 2009. The researcher selected the respondents by randomly sampling method.
Research Instrument
A questionnaire was used as an instrument for data collection. The questionnaire instrument consisted of 5 parts as follows;
The first part contained general background which included gender, age, nationality, occupation, purpose of traveling, and frequency of visits.
The second and third parts included 5 factors according to service quality dimensions of the SERVQUAL system: tangibility, reliability, responsiveness, assurance, and empathy based on Parasuraman et al. (1988). The researcher explored customers