H3a. The higher the rating of importance of reservation process
by hotel guests, the greater the influence on performance evaluation
of the front office services.
The reservation process also provides information about room
amenities which in turn adds to quality perceptions of the hotel
guests. It is concluded that service quality perceptions of a hotel is
the most important factor affecting business performance in the
long run (Akbaba, 2006; Ghobadian et al., 1994; Zeithaml, 2000).
How does reservation process relate to room comfort in establishing
quality performance is tested by the following hypothesis