1.4.1 Internal expectations

1.4.1 Internal expectations

Researcher will look at following  five main dimensions which are mainly important to any random customer (Zeithaml, Parasuraman & Berry 1991). The idea was taken according to Zeithaml, Parasuraman & Berry ‘s research model, however the researcher added a new dimension which will suit the area of study. These dimensions will help the investigator ,in order to accomplish the core objectives of the study. These dimensions cover overall expectations of customers on all the possible service areas such as cleanliness, comfort ability, appearance, customer service, attention given etc.

Ø  Tangibility. –Mainly focus on the physical facility appearance.(eg: equipments)

Ø  Reliability. –Focus on the dependability of the service.

Ø  Assurance.-Focus on  manner of performing  confidence service by employees.

Ø  Empathy and responsiveness.- Focus on willingness to help and individual    attention to the customers.

Ø  Other facilities and conditions.- extra services given by hotel and conditions