Chinese Tourists' Perceptions of Service Quality in West African Hotels: A Case Study of Senegal

The quality of service from the clients' perspective in the hotel business is a remarkable basis for growth. Previous researches revealed that visitor perception of service quality influences service delivery and ultimate satisfaction. In Senegal, and West Africa at large, hotels embarking on putting in place relevant service quality systems are aiming to meet the levels of satisfaction of their visitors. This supports gaining a competitive advantage and attracting international visitors, including those from new markets such as China. The current study reveals the five major dimensions that influence Chinese visitors' perceptions of service quality of hotels in Senegal. The results may be significant to providers of hotel services and contribute to the improvement of business through modification of the product and service needs of Chinese visitors across West African hotels.