Client's expectations, perceptions and experiences of hotel spas and their services in eThekwini municipality

Abstract

Background Spas are considered the fastest-growing sector in the tourism industry. Although a significant number of studies have been conducted in the spa industry, few have studied the spa market segmentation according to client expectations and experiences.

Aim of the study This study aimed to explore clients’ expectations, perceptions and experiences regarding hotel spas and their services in the eThekwini Municipality.

Methodology A mixed method research approach was used to conduct this study. A purposive sample of 15, and convenience sample of 120, spa clients were invited to participate in the study. A SERVQUAL questionnaire and semi-structured interviews were used to collect data. Quantitative data was analysed using the Statistical Package for Social Sciences (SPSS) version 24.0 and qualitative data was analysed thematically.

Results The study had a 100% response rate. Almost all clients were not satisfied by the hotel spa treatments and services. The three main reasons for this were that spa management had no clue about what clients expected, the therapist’s knowledge and skills needed improvement and the spa environment required transformation.

Conclusion EThekwini hotel spa clients have high levels of expectations that are not met owing to a number of factors in spas. Clients suggested ways that can be employed to meet their needs in spas, some of them are modern spa set up, professionalism, hygiene and quality service. A therapist’s qualification, training and industry board is recommended in order to control and improve the challenges faced by hotel spa clients.