As can be seen in table 3, the means of the four dimensions of the desired expectation scores ranged from 4.02 for Empathy to 4.31 for Assurance-Responsiveness. In terms of individual items, the mens of the desired expectations ranged from a low of 3.97 on the Empathy item employees of the hotel understand your specific needs to a high of 4.37 on the Assurance-Responsiveness item you feel safe in your transaction with the hotel