Perceptions on quality customer service in Hospitality Industry in Papua New Guinea: An Evaluation

The purpose of this study is to identify any quality customer service gaps in the hospitality industry in Papua New Guinea (PNG) and to test the significant values of each of the necessary variables that make up the component of quality customer service in the hospitality sector. A survey has been done among a group of 197 visitors in hospitality firms. Results revealed that the hospitality industry in PNG had a major service gap in the area of 'Personalized Service and Empathy'. This gap includes areas such as serving customers' best interests, never too busy to respond to questions, and understanding of specific needs. The study also identified that the major predictors for overall customer satisfaction were 'Tangibles' and 'Financial Competence and Reliability', which had a significant negative effect on customers' satisfaction.