Exploring Service Quality Models in Hotel Operations
3rd World Research Summit for Tourism and Hospitality Innovation Arabia 10 – Annual Conference 2017 Marina, Dubai
Abstract
This research article presents the findings of a study completed during 2013 in the hotel industry of Ayia Napa – Protaras in Cyprus. The major aim of the paper was to examine the elements of service quality and to evaluate three different service quality models, thus, to determine their impact on policies and procedures laid out by hotel organizations. A quantitative case study research design was used in order to examine the contribution of the Gap Model, the Gronroos Model and the SERVQUAL Model towards the performance of the service delivery process in hotels. The investigation addresses the assessment models of service quality and the impact of each one on service performance in the hotel industry of Cyprus. A sample size of 112 (n=112) managers and supervisors participated in the research. Findings shown that by assessing and securing better service quality leads to higher return on investment (ROI), pays in terms of sustained growth and it is a strong defense against global competitors. Quality assessment models sustain the development of a hotel’s service delivery process in order to exceed the expectations of guests; hence nine essential factors were identified as major prerequisites including service process design, reliability, recovery and leadership. Therefore, service quality models assist in setting up correct standards in the service delivery process, dictating the necessity for a highly committed corporate management. Such models set effectively the pathway towards harmony with the target guest segments, the desired service image and a hotel’s operating sustainability.
KEY WORDS: service quality, service quality models, hotel management
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