SERVQUAL in the Hotel Industry Term Paper by Nicky

SERVQUAL in the Hotel Industry
An explanation and discussion about the methods used to measure customer satisfaction in the hotel industry.
# 146909 | 1,891 words | 8 sources | APA | 2010 | US
Published on Jan 23, 2011 in Business (Industries) , Business (Marketing) , Business (Consumer Behavior)

$19.95 Buy and instantly download this paper now


This paper explains the methodologies used in the majority of studies to measure and evaluate customer's expectations and satisfaction in the hospitality industry. It includes details of SERVQUAL and LODGSERV that specifically measure customers' attitudinal rankings of the performance of specific attributes associated with the hospitality industry. It also includes information taken from studies that have been carried out on this subject.

From the Paper:

''First is the need for assurance. This is the dimension that specifically focuses on the training, knowledge and ability of employees to quickly convey trust and confidence throughout their organizations. This is also foundational to the development of credibility and integrity with customers, the catalyst of customer leadership and the ability to transform expectations into customer loyalty. In the context of the proposed Services Expectation Model, assurance is the strength of the interlinking of trust with voluntary and school exchange behaviors. The strength of these interrelationships is brought about through the use of process-based expertise for delivering exceptional service and surpassing customers' expectations. The net effect of assurance is the development of trust and confidence in the hospitality provider as a result of exceptional performance. The second factor, empathy, is the innate ability of a service organization to define processes and also create a culture that nurtures a caring, individualized attention to customers that is sincere. The third factor is reliability of the service organization to deliver on a consistent basis the promised services dependably and accurately.''

Sample of Sources Used:

  • Ekinci, Y. and Riley, M. (1998), ''A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry: time to move the goal-posts?'', International Journal of Hospitality Management, Vol. 17 No. 4, pp. 349-62.
  • Lofgren, M (2005). Winning at the first and second moments of truth: an exploratory study. Managing Service Quality, 15(1), 102-115. Retrieved December 4, 2008, from ABI/INFORM Global database. (Document ID: 806684681).
  • Naumann, E. (1995), Customer Satisfaction Measurement and Management: Using the Voice of the Customer, Thomson Executive Press, Cincinnati, OH.
  • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), ''A conceptual model of service quality and its implications for future research'', Journal of Marketing, Vol. 49, Fall, pp. 41-50.
  • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), ''SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality'', Journal of Retailing, Vol. 64, Spring, pp. 12-37.

Cite this Term Paper:

APA Format

SERVQUAL in the Hotel Industry (2011, January 23) Retrieved July 30, 2021, from

MLA Format

"SERVQUAL in the Hotel Industry" 23 January 2011. Web. 30 July. 2021. <>