A Study on Hotel Service Quality Gaps

The service quality gap is a principal factor influencing the implementation of service quality strategy in hotels and the degree of guests´ satisfaction. The research reveals the existence of different degrees of expectations and perceptions of service quality amongst hotel managers, the front-line staff and guests, and remarkable gaps between their expectations and perceptions of service quality, based on which an extended 12-gap model of hotel service quality gap is constructed in place of the traditional 5-gap model. Meanwhile, the authors propose that hotels should enhance market investigation and communication for the reduction and elimination of service quality gaps.