Abstract

• This study attempts to identify the service quality of private hotels in Mandalay. Descriptive method and analytical method are used in this study. Two stage sampling method is also employed. As a first stage, 20 percents of private hotels are selected and then, as a second stage, 30 guests who were over 18 years old and stayed at least two night from each sample hotel are selected by using one in three systematic sampling method to get the primary data. Secondary data are obtained from relevant text books, articles, journals, and internet websites. This survey was conducted in October, 2017. SURVQUAL model that includes reliability, empathy, assurance, responsiveness and tangibility dimensions is used to assess the guest perceptions and their expectations of service provided by selected private hotels. The study observed that the average ratings for expectation were higher than the average perception ratings in all five dimensions of service quality except empathy and reliability dimensions. Therefore, guests of the selected private hotels in Mandalay are satisfied in empathy and reliability dimensions. In addition, the findings revealed that tangibility dimension has the largest gap score when compared with the other gap scores. This implied that guests attached high expectations to the tangible elements of the hotels in Mandalay.