Top 6 gap model of service quality in hotels in 2023

Author: springerplus.springeropen.com

Date Submitted: 07/30/2019 02:29 PM

Average star voting: 3 ⭐ ( 30317 reviews)

Summary: With the number of tourists coming to Taiwan growing by 10–20 % since 2010, the number has increased due to an increasing number of foreign tourists, particularly after deregulation allowed admitting tourist groups, followed later on by foreign individual tourists, from mainland China. The purpose of this study is to propose a revised gap model to evaluate and improve service quality in Taiwanese hotel industry. Thus, service quality could be clearly measured through gap analysis, which was more effective for offering direction in developing and improving service quality. The HOLSERV instrument was used to identify and analyze service gaps from the perceptions of internal and external customers. The sample for this study included three main categories of respondents: tourists, employees, and managers. The results show that five gaps influenced tourists’ evaluations of service quality. In particular, the study revealed that Gap 1 (management perceptions vs. customer expectations) and Gap 9 (service provider perceptions of management perceptions vs. service delivery) were more critical than the others in affecting perceived service quality, making service delivery the main area of improvement. This study contributes toward an evaluation of the service quality of the Taiwanese hotel industry from the perspectives of customers, service providers, and managers, which is considerably valuable for hotel managers. It was the aim of this study to explore all of these together in order to better understand the possible gaps in the hotel industry in Taiwan.

Match with the search results: The model is based on the customer’s assessment of service quality, which is a comparison of the expected and the obtain value as well as a ……. read more

Author: openlab.citytech.cuny.edu

Date Submitted: 11/18/2022 11:47 AM

Average star voting: 4 ⭐ ( 75988 reviews)

Summary:

Match with the search results: It highlights the main requirements for delivering a high level of service quality by identifying five ‘gaps’ that can lead to unsuccessful delivery of service….. read more

Author: www.researchgate.net

Date Submitted: 03/28/2020 09:03 PM

Average star voting: 5 ⭐ ( 27110 reviews)

Summary: There is often a gap between what hoteliers think matters to guests and what actually matters. Paying attention to guest feedback can help bridge this gap.

Match with the search results: Service quality gaps are calculated using the SERVQUAL approach by subtracting customers’ perceptions (P) from customers’ expectations (E) as G ……. read more

Author: blog.guestrevu.com

Date Submitted: 03/11/2020 03:15 AM

Average star voting: 4 ⭐ ( 30934 reviews)

Summary:

Match with the search results: Gap 2: Management perception vs service quality specification gap – management knows what needs to be done in order to satisfy guests, but doesn’t deliver it….. read more

Author: www.dgt.uns.ac.rs

Date Submitted: 12/11/2019 01:27 AM

Average star voting: 4 ⭐ ( 33820 reviews)

Summary: Service gap in hotel website load performance – Author: Betsy Stringam, John Gerdes

Match with the search results: This work presents the research results of the hotel services quality by applying Gap model and SERV-. QUAL questionnaire. The research was conducted in ……. read more

Author: www.ncbi.nlm.nih.gov

Date Submitted: 05/18/2020 11:01 PM

Average star voting: 4 ⭐ ( 78257 reviews)

Summary:

Match with the search results: The model is based on the customer’s assessment of service quality, which is a comparison of the expected and the obtain value as well as a ……. read more