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Service Quality In Hotel Industry. The quality of service in hotel industry is an important factor of successful business. A service is an act of respect kindness and love. Lovelock and Wirtz as cited in Orthodox Krishna 2015 p5 defined service as an act of performance offered by one party to another and services are described by customers using words such as experience trust feeling and security. They used the SERVQUAL instrument as a foundation and developed a new scale called HOLSERV scale a new instrument to measure service quality in the hotel industry.
The HSQ performance needs to be improved continually with management techniques and quality standards such as star rating system of hotel classification. To increase the frequency of. 1 tangibility 2 reliability 3 responsiveness 4 confidence and 5 communication. The quality of service in hotel industry is an important factor of successful business. Customer service in the hospitality industry is the make or break factor for all hospitality businesses. Dimensions of service quality in the hotel industry in the United States and develop a new scale called lodging quality index with five service-quality dimensions.
Mei et al.
Service quality or reflect upon its practical implementation or social significance. The quality of hotel services in the modern hotel industry is affected by a wide range of factors but the most important ones are happy and motivated human resources. The thought process and strategies for delivering service has to be reevaluated for a competitive advantage. Mei et al. Service quality in the hotel industry is an important component that contributes to the success of each business Orthodox Krishna 2015. The concept and the conceptual model of service quality is.