Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 32451
Identification of Service Quality Determinants in the Hotel Sector: A Conceptual Review

Authors: Asem M. Othman


The expansion of the hospitality industry is distinctive in the 21st century. Services, by nature, are intangible. Hence, service quality, in general, is a complicated process to be measured and evaluated. Hotels, as a service sector and part of the hospitality industry, are growing rapidly. This research paper was carried out to identify the quality determinants that may affect hotel guests’ service quality perception. In this research paper, each quality determinant will be discussed, illustrated, and justified thoroughly via a systematic literature review. This paper sets the stage to measure the significant influence of the service quality determinants on guest satisfaction. The knowledge contribution from this study proposes to practitioners and/or hotel service providers, fundamental elements to adopt the implications into their policies.

Keywords: Hotel service, service quality, quality determinants, quality management.

Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 297


[1] B. K. Kahn, D. M. Strong, and R. Y. Wang, “Information Quality Benchmarks: Product and Service Performance,” Commun. ACM, 2002, doi: 10.1145/505248.506007.
[2] C. Gronroos, “Service quality: The six criteria of good perceived service quality.,” Rev. Bus., 1988.
[3] P. Joshi and S. K. Chadha, “Measuring service quality perception of students in business schools,” Int. J. Serv. Oper. Manag., 2016, doi: 10.1504/IJSOM.2016.10000355.
[4] S. Kiumarsi, S. M. Isa, and K. Jayaraman, “Determinants of service quality on service loyalty: The mediating role of customers’ satisfaction and brand equity,” Problems and Perspectives in Management. 2015.
[5] A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing. 1988, doi: 10.1016/S0148-2963(99)00084-3.
[6] B. R. Lewis and V. W. Mitchell, “Defining and Measuring the Quality of Customer Service,” Mark. Intell. Plan., 1990, doi: 10.1108/EUM0000000001086.
[7] S. Marković and S. R. Janković, “Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry,” Tour. Hosp. Manag., 2013, doi: 10.20867/thm.19.2.1.
[8] P. S. Rao, “Impact of Service Quality on Customer Satisfaction in Hotel Industry,” IOSR J. Humanit. Soc. Sci., 2013, doi: 10.9790/0837-1853944.
[9] M. Raza, A. Siddiquei, H. Awan, and K. Bukhari, “Relationship Between Service Quality, Perceived Value, Satisfaction And Revisit Intention In Hotel Industry,” Interdiscip. J. Contemp. Res. Bus., 2012.
[10] N. M. Stefano, N. Casarotto Filho, R. Barichello, and A. P. Sohn, “A fuzzy SERVQUAL based method for evaluated of service quality in the hotel industry,” 2015, doi: 10.1016/j.procir.2015.02.140.
[11] M. Vujić, S. Đorđević, and M. Lakićević, “Service quality and customer satisfaction in the hotel industry in Serbia,” Menadzment u Hotel. i Tur., 2019, doi: 10.5937/menhottur1901061v.
[12] H. C. Wu and Y. J. Ko, “Assessment of Service Quality in the Hotel Industry,” J. Qual. Assur. Hosp. Tour., 2013, doi: 10.1080/1528008X.2013.802557.
[13] Statista, “Market size of the hotel and resort industry worldwide from 2011 to 2019, with a forecast for 2020 and 2021,” Travel. Tour. Hosp., vol. 2021,
[14] S. Sharma and S. Srivastava, “Relationship between Service Quality and Customer Satisfaction in Hotel Industry,” TRJ Tour. Res. J., 2018, doi: 10.30647/trj.v2i1.20.
[15] P. Asubonteng, K. J. Mccleary, and J. E. Swan, “SERVQUAL revisited: A critical review of service quality,” Journal of Services Marketing. 1996, doi: 10.1108/08876049610148602.
[16] K. Poku, M. Zakari, and A. Soali, “Impact of Service Quality on Customer Loyalty in the Hotel Industry: An Empirical Study from Ghana,” Irmbrjournal.Com, 2013.
[17] Y. Shafiq, I. Shafiq, M. Din, and K. Cheema, “Impact of Service Quality on Customer Satisfaction: A Study of Hotel Industry of Faisalabad, Pakistan,” Int. J. Manag. Organ. Stud., 2012.
[18] I. Yilmaz, “Measurement of service quality in the hotel industry,” Anatolia, 2009, doi: 10.1080/13032917.2009.10518915.
[19] M. J. Hossain, F. S. Chowdhury, and R. Ahmed, “Status of tourism research in Bangladesh: a review of literature,” Bangladesh Res. Found. J., vol. 1, no. 1, pp. 197–206, 2012.
[20] N. H. Minh, N. Thu Ha, P. Chi Anh, and Y. Matsui, “Service quality and customer satisfaction: A case study of hotel industry in Vietnam,” Asian Soc. Sci., 2015, doi: 10.5539/ass.v11n10p73.
[21] T. Devi Juwaheer, “Exploring international tourists’ perceptions of hotel operations by using a modified SERVQUAL approach – a case study of Mauritius,” Manag. Serv. Qual. An Int. J., 2004, doi: 10.1108/0960452041055967.
[22] D. Das, U. Chawla, and S. Ray, “Factors Affecting Customer Satisfaction and Service Quality in the Boutique Hotel Industry of Kolkata, West Bengal,” Int. J. Manag. (IJM, 2017.
[23] S. Marković, S. Raspor, G. Ivankovič, and T. Planinc, “A study of expected and perceived service quality in Croatian and Slovenian hotel industry,” Eur. J. Tour. Res., 2013.
[24] Parasuraman, V. a Zeithaml, and L. L. Berry, “SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing. 1988.