How do customers evaluate hotel service quality? An empirical study in Tehran hotels

The purpose of this study is to investigate the dimensions of hotel service quality, to assess relative importance of them and to evaluate service quality of Tehran hotels in terms of guests’ perspectives. The paper examines the reliability and validity of the designed scale based on SERVQUAL model....

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Bibliographic Details
Published inManagement science letters Vol. 3; no. 12; pp. 3019 - 3030
Main Authors Najafi, Seyedvahid, Saati, Saber, Bighami, Mohammad Kazem, Abdi, Farshid
Format Journal Article
LanguageEnglish
Published Growing Science 01.12.2013
Subjects
Hotel industry
Quality management
Service quality
SERVQUAL model
Structural equation
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Summary:The purpose of this study is to investigate the dimensions of hotel service quality, to assess relative importance of them and to evaluate service quality of Tehran hotels in terms of guests’ perspectives. The paper examines the reliability and validity of the designed scale based on SERVQUAL model. A cross-sectional research based on SERVQUAL model conducted on nine hotels in Tehran (n=1080). Several statistical analyses such as EFA, CFA, Linear regression and t-test were applied to analyze the data. Five service quality dimensions were identified and named as “tangibles”, “problem solving”, “service supply”, “empathy” and “security”. Even though our findings confirmed five dimensional SERVQUAL constructs, some dimensions have been identified differing from SERVQUAL scale dimensions. Finding showed that the best overall service quality predictor is “tangibles” followed by “service supply”, “problem solving”, “assurance” and “empathy”.
ISSN:1923-9335
1923-9343
DOI:10.5267/j.msl.2013.10.019