Table 2 Hotel A: Classification of SQDs... | Emerald Publishing

Table 2

Hotel A: Classification of SQDs by year and services offered (01/01/2017–30/04/2024)

Rating	Year	SQ dimension					Subtotal	% year
Rating	Year	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% year
1 or 2	2019	1	31	2	12	48	94	41.41%
	2020	0	5	0	2	6	13	5.73%
	2021	0	9	2	2	21	34	14.98%
	2022	1	14	3	6	32	56	24.67%
	2023	1	6	5	8	10	30	13.22%
	Service Area	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% service area
	Rooms	0	22	1	1	78	102	44.93%
	Restaurant	1	9	0	1	3	14	6.17%
	Bars	0	2	0	3	2	7	3.08%
	Leisure	0	6	0	1	11	18	7.93%
	Hotel	2	26	11	24	23	86	37.89%
	Subtotal	3	65	12	30	117	227	100.00%
	Percentage	1.32%	28.63%	5.29%	13.22%	51.54%	100.00%

Rating	Year	SQ dimension					Subtotal	% year
Rating	Year	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% year
1 or 2	2019	1	31	2	12	48	94	41.41%
	2020	0	5	0	2	6	13	5.73%
	2021	0	9	2	2	21	34	14.98%
	2022	1	14	3	6	32	56	24.67%
	2023	1	6	5	8	10	30	13.22%
	Service Area	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% service area
	Rooms	0	22	1	1	78	102	44.93%
	Restaurant	1	9	0	1	3	14	6.17%
	Bars	0	2	0	3	2	7	3.08%
	Leisure	0	6	0	1	11	18	7.93%
	Hotel	2	26	11	24	23	86	37.89%
	Subtotal	3	65	12	30	117	227	100.00%
	Percentage	1.32%	28.63%	5.29%	13.22%	51.54%	100.00%

Rating	Year	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% year
5	2018	1	0	0	0	2	3	0.80%
	2019	5	29	3	12	75	124	33.16%
	2020	4	10	9	4	25	52	13.90%
	2021	9	17	5	9	27	67	17.91%
	2022	2	14	6	9	34	65	17.38%
	2023	2	13	10	11	27	63	16.84%
	Service Area	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% service area
	Rooms	4	9	2	0	89	104	27.81%
	Restaurant	1	29	3	2	9	44	11.76%
	Bars	0	2	0	0	0	2	0.53%
	Leisure	1	4	0	1	26	32	8.56%
	Hotel	17	39	28	42	66	192	51.34%
	Subtotal	23	83	33	45	190	374	100.00%
	Percentage	6.15%	22.19%	8.82%	12.03%	50.80%	100.00%

Rating	Year	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% year
5	2018	1	0	0	0	2	3	0.80%
	2019	5	29	3	12	75	124	33.16%
	2020	4	10	9	4	25	52	13.90%
	2021	9	17	5	9	27	67	17.91%
	2022	2	14	6	9	34	65	17.38%
	2023	2	13	10	11	27	63	16.84%
	Service Area	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% service area
	Rooms	4	9	2	0	89	104	27.81%
	Restaurant	1	29	3	2	9	44	11.76%
	Bars	0	2	0	0	0	2	0.53%
	Leisure	1	4	0	1	26	32	8.56%
	Hotel	17	39	28	42	66	192	51.34%
	Subtotal	23	83	33	45	190	374	100.00%
	Percentage	6.15%	22.19%	8.82%	12.03%	50.80%	100.00%

Source(s): Developed by authors