Tangibility and Reliability Components of Service Quality as Drivers of Environmental Sustainability of the Hospitality Sector

Abstract

Organizations are expected to engage service quality parameters, so as to be able to meet customers’ expectations, satisfy the customers and ensure customer loyalty. SERVQUAL model has well been explored for service quality by different studies. Tangibility and reliability dimensions of service quality were engaged for this study. Tangibility depicts physical facilities and structures of an organization deployed to satisfy customers. Reliability dimension of service quality implies how reliable the services of an organization are perceived by customers. Quantitative methods of research were engaged for this study. Data were collected with  questionnaires and the data were analysed using descriptive and inferential statistics. This study revealed that Owu Crown Hotel have achieved greatly with respect to the deployment of the tangibility and reliability components of service quality. The physical facilities of the hotel have generally been rated high by the respondents and as such these facilities have largely met
the expectations of their guests. This is connected with the fact that the guests have also largely rated the services of the hotel as reliable. The analysis conclusively reveals that tangibility is essentially the driver of environmental sustainability for this study.