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Qualitative and Quantitative Validation of Tools with Rating Scales Aimed at Assessing the Quality of University Service-Learning
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Applying revised gap analysis model in measuring hotel service quality.

Yu-Cheng Lee1, Yu-Che Wang2, Chih-Hung Chien3

  • 1Department of Technology Management, Chung-Hua University, Hsinchu, 300 Taiwan.

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|August 13, 2016
PubMed
Summary

This study introduces a revised gap model to enhance service quality in Taiwan's hotel industry. Key gaps identified were between management perceptions and customer expectations, and between service provider and management perceptions, highlighting service delivery as crucial for improvement.

Keywords:
Business managementGap analysisGap modelHOLSERVService quality

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Area of Science:

  • Hospitality Management
  • Service Quality Research
  • Tourism Studies

Background:

  • Taiwan's hotel industry experienced significant growth driven by increased international tourism, particularly from mainland China.
  • Deregulation facilitated the influx of both group and individual tourists, intensifying the need for service quality evaluation.
  • Rising tourist numbers necessitate robust methods for assessing and improving hotel service quality.

Purpose of the Study:

  • To propose and validate a revised gap model for evaluating service quality in the Taiwanese hotel sector.
  • To identify critical service gaps impacting customer perceptions of quality.
  • To provide actionable insights for improving service delivery and overall guest satisfaction.

Main Methods:

  • Utilized the HOLSERV instrument to assess service gaps.
  • Collected data from multiple stakeholder perspectives: tourists, hotel employees, and managers.
  • Employed gap analysis to quantify discrepancies between perceived and expected service quality.

Main Results:

  • Identified five key gaps influencing tourists' service quality evaluations.
  • Highlighted Gap 1 (management perceptions vs. customer expectations) and Gap 9 (service provider perceptions of management perceptions vs. service delivery) as most critical.
  • Pinpointed service delivery as the primary area requiring improvement to enhance perceived service quality.

Conclusions:

  • The revised gap model offers a valuable framework for Taiwanese hotel managers to evaluate service quality.
  • Integrating perspectives from customers, service providers, and managers provides a comprehensive understanding of service gaps.
  • The study underscores the importance of addressing specific gaps, particularly in service delivery, for strategic quality enhancement.