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

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.

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“…Moreover, Gajewska et al [13] argued that customer satisfaction is the key to companies' competitiveness and can be considered the essence of success in today's highly competitive world of business. Chen et al [14], in their study of developing an electronic commerce user-consumer satisfaction index, included factors that were relating to both service encounters and service processes. Moreover, Naeem [15] showed that on-line stores must provide adequate post-sales services to support the customers' needs in the entire buying process.…”

“…In comparing the SEM models, we followed the procedures outlined by Anderson and Gerbing [14]. According to [15], the comparison of the models is determined by calculating the difference in x 2 values.…”

“…According to [15], the comparison of the models is determined by calculating the difference in x 2 values. Anderson and Gerbing [14] state that the x 2 differences can then be tested for statistical significance with the appropriate degrees of freedom being the difference in the number of estimated coefficients for the tested models. This study showed that the comparison results of x2 values are different in Taiwan 587 and in Vietnam 554.…”