Table 3 Hotel B: Classification of SQDs... | Emerald Publishing

Table 3

Hotel B: 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	3	0	0	1	5	38.46%
	2020	0	0	0	0	0	0	0.00%
	2021	0	1	0	0	0	1	7.69%
	2022	0	2	1	0	3	6	46.15%
	2023	0	1	0	0	0	1	7.69%
	Service Area	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% service area
	Rooms	0	3	0	0	2	5	38.46%
	Restaurant	0	1	0	0	0	1	7.69%
	Bars	0	0	0	0	0	0	0.00%
	Leisure	0	0	0	0	0	0	0.00%
	Hotel	1	3	1	0	2	7	53.85%
	Subtotal	1	7	1	0	4	13	100.00%
	Percentage	7.69%	53.85%	7.69%	0.00%	30.77%	100.00%

Rating	Year	SQ dimension					Subtotal	% year
Rating	Year	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% year
1 or 2	2019	1	3	0	0	1	5	38.46%
	2020	0	0	0	0	0	0	0.00%
	2021	0	1	0	0	0	1	7.69%
	2022	0	2	1	0	3	6	46.15%
	2023	0	1	0	0	0	1	7.69%
	Service Area	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% service area
	Rooms	0	3	0	0	2	5	38.46%
	Restaurant	0	1	0	0	0	1	7.69%
	Bars	0	0	0	0	0	0	0.00%
	Leisure	0	0	0	0	0	0	0.00%
	Hotel	1	3	1	0	2	7	53.85%
	Subtotal	1	7	1	0	4	13	100.00%
	Percentage	7.69%	53.85%	7.69%	0.00%	30.77%	100.00%

Rating	Year	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% year
5	2017	3	57	10	26	50	146	11.73%
	2018	15	172	30	51	195	463	37.19%
	2019	12	112	21	30	120	295	23.69%
	2020	1	14	3	7	21	46	3.69%
	2021	4	21	7	9	19	60	4.82%
	2022	8	32	11	12	46	109	8.76%
	2023	3	18	6	13	35	75	6.02%
	2024	3	15	5	12	16	51	4.10%
	Service Area	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% service area
	Rooms	14	47	4	5	188	258	20.72%
	Restaurant	3	144	12	8	41	208	16.71%
	Bars	0	1	0	0	0	1	0.08%
	Leisure	2	13	0	4	60	79	6.35%
	Hotel	30	236	77	143	213	699	56.14%
	Subtotal	49	441	93	160	502	1.245	100.00%
	Percentage	3.94%	35.42%	7.47%	12.85%	40.32%	100.00%

Rating	Year	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% year
5	2017	3	57	10	26	50	146	11.73%
	2018	15	172	30	51	195	463	37.19%
	2019	12	112	21	30	120	295	23.69%
	2020	1	14	3	7	21	46	3.69%
	2021	4	21	7	9	19	60	4.82%
	2022	8	32	11	12	46	109	8.76%
	2023	3	18	6	13	35	75	6.02%
	2024	3	15	5	12	16	51	4.10%
	Service Area	Responsiv	Reliability	Empathy	Assurance	Tangibles	Subtotal	% service area
	Rooms	14	47	4	5	188	258	20.72%
	Restaurant	3	144	12	8	41	208	16.71%
	Bars	0	1	0	0	0	1	0.08%
	Leisure	2	13	0	4	60	79	6.35%
	Hotel	30	236	77	143	213	699	56.14%
	Subtotal	49	441	93	160	502	1.245	100.00%
	Percentage	3.94%	35.42%	7.47%	12.85%	40.32%	100.00%

Source(s): Developed by authors