quality customer service

 

Question (with number and sections) score
Customer Service
1 The guards wear uniform and are well trained strongly disagree    disagree   neutral    agree   strongly agree

£R£££

2 Luggage transportation is accurate, timely and safe strongly disagree    disagree   neutral    agree   strongly agree

£££R£

3 The reception staff have a good attitude strongly disagree    disagree   neutral    agree   strongly agree

£R£££

4 Reservation service is guaranteed strongly disagree    disagree   neutral    agree   strongly agree

£££R£

5 The deposit will be refunded quickly at checkout strongly disagree    disagree   neutral    agree   strongly agree

££R££

Hotel hygiene
6 The restaurant is clean and tidy. strongly disagree    disagree   neutral    agree   strongly agree

££££R

7 The guest room is clean and tidy with no sundries and stains. strongly disagree    disagree   neutral    agree   strongly agree

£££R£

8 The bar in the hall is free from stains, and the table is clean and free from sundries. strongly disagree    disagree   neutral    agree   strongly agree

£R£££

9 The Cooking bench and kitchen utensils are clean, and the ingredients are fresh and hygienic. strongly disagree    disagree   neutral    agree   strongly agree

£R£££

10 Parking lot is free of clutter, clean and tidy. strongly disagree    disagree   neutral    agree   strongly agree

£R£££

Hotel catering
11 A great variety of restaurants. strongly disagree    disagree   neutral    agree   strongly agree

£££R£

12 The price is acceptable. strongly disagree    disagree   neutral    agree   strongly agree

£R£££

13 The food tastes good. strongly disagree    disagree   neutral    agree   strongly agree

££R££

14 Waiters are professional. strongly disagree    disagree   neutral    agree   strongly agree

£££R£

Hotel facilities
15 The lobby rest area is tidy,reasonable layout, no dust. strongly disagree    disagree   neutral    agree   strongly agree

£R£££

16 Recreation facilities are perfect, such as swimming pool, gym, chess room and so on. strongly disagree    disagree   neutral    agree   strongly agree

£££R£

17 Customer supplies in good condition, non-destructive, no dust. Such as: hanger, trash can, shoeshine machine and so on. strongly disagree    disagree   neutral    agree   strongly agree

£££R£

Note: The form we use is Likert Scale. We used Likert’s five-level choices: strongly disagree/disagree/neutral/agree/strongly agree to measure positive or negative responses to a statement.

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