Kashif Hussain

Perceptions of service quality in North Cyprus hotels

Purpose – Defining and measuring quality service is of importance to providers of hotel services. This study aims to diagnose the applicability of the perceived service quality measurement scale to European customers in a new emerging market which is North Cyprus – because tourism industry in Cyprus has been significantly influenced owing to political instability of the island since 1963 and the year 2004 has been of great importance owing to the 24 April referendum for a peace solution between South and North on the island Cyprus.Design/methodology/approach – The sample of the study consists of the European tourists visiting Northern Cyprus hotels. Non‐probability convenience sampling technique is used to collect the data of survey instruments adopted from Parasuraman et al. SPSS 10.0 for windows was employed for the scale measurement. Descriptive analysis such as means, standard deviation and frequencies are calculated. Regression analysis was employed to observe the causal effect of independent variabl...

Diagnosing the zone of tolerance for hotel services

Purpose – Aims to address the concept of the “zone of tolerance” in judgments of hotel service quality. The present study describes the zone of tolerance for customers’ service expectations and determines the customer satisfaction level in Northern Cyprus hotels – which is a new emerging market as an island destination.Design/methodology/approach – The sample of the study consisted of customers visiting four‐star, five‐star, and resort hotels located in the Gazimagusa and Kyrenia regions of Northern Cyprus in June and July 2004. The questionnaire was based on service expectations and perceptions. As a result of the pilot study with 50 customers, the instrument was reworded for measuring service quality and the zone of tolerance for hotels. This modified instrument became the “HOTELZOT” instrument, which was used to measure customers’ service expectations and service perceptions. Psychometric properties of the scale (such as reliability) were tested, and the dimensionality of the scale was confirmed throug...

Sustainable tourism development: a case study of North Cyprus

Purpose – The aim of this study is to find out the perceptions of tourism experts on environmental impacts of accommodation investments in Bafra, Karpaz region.Design/methodology/approach – Environmental impact assessment model is used to find out the impacts and a structured questionnaire is applied to tourism industry experts: top administrators of the concerned public offices, the representatives of related nongovernmental organizations, and the local administrators working in North Cyprus at various organizations.Findings – The preliminary findings of this research indicate that the most likely environmental impact of tourism is related with waste disposal, garbage treatment facilities and waste discharge by ships passing through the sea.Research limitations/implications – The present study is primarily focused on the virgin part of North Cyprus in which investors are most interested.Originality/value – This study serve as a guide for the state for policy planning and can serve as a guide to the const...

Integrating food hygiene into quantity food production systems

Purpose – The aim of the study is to integrate food hygiene into quantity food production systems.Design/methodology/approach – The present study illustrates the concepts of food hygiene and standard operation of food production systems in detail, and it integrates both of these concepts evidencing that an integrated system can be used as a primary function of every establishment with regard to serving food safely.Findings – A successful food hygiene system must consist of four components: maintaining safe conditions for the food from the time of purchasing to the time it is served to the customer, development of hygienic behavior in the employees that come in contact, in any way, with the customers’ meal, maintaining clean and sanitary facilities, and application of an adequate Pest Control Management system.Originality/value – By integrating food hygiene into the operational systems, a powerful message will be sent to the personnel; that food hygiene is a primary function of the establishment and must a...