Abstract
ABSTRACTQuality of service is more difficult to define, measure, and manage than manufacturing products due to the unique characteristics of services. This study explores the dimensions of service quality in the hotel industry, using the Free-listing method, and its impacts on guest satisfaction, word-of-mouth communication, and revisit intention. To accomplish this task, 600 questionnaires were delivered to guests in three-star to five-star hotels in Beijing by five undergraduate students; 430 valid responses were collected. Three satisfiers and seven dissatisfiers for hotel services were identified, and a Hotel Guest Loyalty Model was also identified with ideal goodness-of-fit indices. Further, significant differences in satisfaction and word-of-mouth between Chinese and Western hotel guests were identified, indicating that Westerners were more satisfied with service quality than do Chinese guests, and Westerners showed a higher word-of-mouth intent than do Chinese guests, which is against previous findings by other researchers.
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