Abstract
During the past decades, service sector has been known as an important player in the world economy. Considering the significant role of services in the hospitality industry, this research assesses the expectations and perceptions of customers of service quality dimensions in a four-star hotel in Isfahan as the major tourism focal point in Iran. For this purpose, service quality gaps have been measured and studied through correlation analysis in order to determine most important service quality dimensions based on a comprehensive set of service quality dimensions. The findings imply that almost all of the service quality gaps are negative and “price” as a service quality dimension has the highest negative value. “Communication” also has the highest correlation with other service quality dimensions.
Highlights
Service quality is crucial to the success of any service organization
Customer satisfaction is a definite need for service organization improvement and maintaining and measuring customer satisfaction, as one of the most important aspects of quality improvement is a basic need of organizations
A comprehensive set of service quality dimensions (SQDs) which encompasses almost all of the aspect of delivered services was used for analysis
Summary
Since customers participate in delivery and consumption of services, they interact closely with various aspects of organizations This knowledge gives them the opportunity to assess critically the services provided in organizations (Kandampully, 2000). This important industry has many infrastructures and service institutions in its category among which the most important infrastructure is the hotel industry In this respect, customer satisfaction is a definite need for service organization improvement and maintaining and measuring customer satisfaction, as one of the most important aspects of quality improvement is a basic need of organizations. Customer satisfaction is a definite need for service organization improvement and maintaining and measuring customer satisfaction, as one of the most important aspects of quality improvement is a basic need of organizations. Based on academic literature, Wuest (2001) reported similar impacts of service quality in tourism, hospitality, and leisure businesses which were improving guest convenience; enhancing service provider’s image; ensuring customer security; generating traffic linking to profits, saving costs, and higher market share; and establishing a competitive edge, and customer demand
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