“Exploring The Relationship Between Service Quality and Demographic Factors Among Hotel Employees: Cross-Tabulation Analysis

Abstract

Using cross-tabulation analysis, this research investigates how hotel staff members' demographic characteristics relate to their opinions on service quality. It is critical to understand what variables impact staff views of service quality in the hospitality business, as this directly affects client satisfaction and the likelihood of customer loyalty. The research looks at how workers' perspectives on service quality are affected by important demographic characteristics such age, gender, education level, and job function. Through the use of structured questionnaires, data was collected from a varied set of hotel staff members about their perspectives on customer interactions and service performance. We used statistical methods like cross-tabulation to look for trends and correlations between employees' demographics and their opinions of the service's quality. This helped us learn a lot about how various types of employees rate the service's overall quality. Insights into how various employee groups perceive and provide service excellence are provided by the results, which indicate intricate correlations between demographic characteristics and service quality perceptions. We stress the necessity of personalized tactics to enhance staff performance and visitor happiness in the hospitality industry, and we examine implications for hotel management practices and ideas for improving service quality based on demographic information.