Applying revised gap analysis model in measuring hotel service quality

CITATION

Lee, Y. et al. (2016) Applying revised gap analysis model in measuring hotel service quality, SpringerPlus, 5(1), 1191-1203

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ABSTRACT
Introduction: 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.
Case description: 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.
Discussion and evaluation: 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.
Conclusion: 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.


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