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A Study of General Reducing Criteria of Customer‐Oriented Perceived Gap for Hotel Service Quality

Ching‐Piao Chen (Department of Industrial Engineering and Management, Ta‐Hwa Institute of Technology, 1 Ta‐Hwa Road, Chung‐Lin, Hsin‐Chu, Taiwan, ROC)
Wei‐Jaw Deng (Graduate School of Business Administration, Chung‐Hua University, No. 707, Sec. 2, Wu‐Fu Road, Hsin‐Chu 30012, Taiwan)
Yi‐Chan Chung (Department of Industrial Engineering and Management, Ta‐Hwa Institute of Technology, 1 Ta‐Hwa Road, Chung‐Lin, Hsin‐Chu, Taiwan, ROC)
Chih‐Hung Tsai (Department of Industrial Engineering and Management, Ta‐Hwa Institute of Technology, 1 Ta‐Hwa Road, Chung‐Lin, Hsin‐Chu, Taiwan, ROC)

Asian Journal on Quality

ISSN: 1598-2688

Article publication date: 17 April 2008

Abstract

In recent years, speedy development of Taiwan’s hotel industry intensifies market competition, customers’ demands on hotel services quality also increase with the increase of their consumption consciousness, and their demands on hotel types diversify, therefore hotel industry should concern on their unique management services quality brought by their different hotel types. The current designed service system or service transmission process may fail to meet customers’ demands owing to emphasizing degree gap in service quality. What is worse, it is difficult for hotel industry to actualize complete customer segregation and to provide customized services, therefore comprehensive understanding of customers’ demands on the service quality of different types hotels would contribute to operating management improvement of Taiwan hotel industry. This paper divides Taiwan hotels into three types: international tourism commercial type, holiday type and motel, the general hotels. It studies the emphasize degree gap in service quality between the industry and the customers. Data analysis shows that service quality gap (perceived gap) of hotels of different types exists in several quality aspects; what’s more, the perceived gaps, service quality aspects, and its items of different types of hotel are also different. After an integrated analysis, this paper puts forward a general and customer‐oriented quality item suitable for hotel industry to shorten the perceived gap of service quality, so that the hotel industry could design a service system and service transfer system, which could meet most lodging customers’ demands in the context of pluralized customer sources.

Keywords

Citation

Chen, C., Deng, W., Chung, Y. and Tsai, C. (2008), "A Study of General Reducing Criteria of Customer‐Oriented Perceived Gap for Hotel Service Quality", Asian Journal on Quality, Vol. 9 No. 1, pp. 113-133. https://doi.org/10.1108/15982688200800008

Publisher

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Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited