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MASTER'S THESIS Analyzing Service Quality - Data, IT och elektronik

MASTER'S THESIS Analyzing Service Quality - Data, IT och elektronik 2025

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The master's thesis by Olle Strömgren analyzes service quality in Peruvian resort hotels, aiming to identify the best predictor of overall service quality. Through a theoretical and empirical study involving 84 questionnaires, the research extends the SERVQUAL scale to create a new model called RESQUAL. The findings reveal six dimensions of service quality: Reliability, Assurance, Tangibles, Employees, Exterior, and Delivery of Service. Among these, 'Reliability' is identified as the strongest predictor of overall service quality, followed by 'Exterior', 'Tangibles', and 'Assurance'. The study emphasizes the importance of understanding customer expectations and improving service delivery in the hospitality industry.

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