The purpose of the study was to assess international tourists' perceptions and expectations of service quality in China's hotel industry. A questionnaire was used and a systematic sampling was applied to survey a sample of 270 tourists. Descriptive and multivariate analyses were employed. The study found 22 significant service gaps in China's hotel industry. It explored the six underlying dimensions of perceived service quality and identified that "staff skill and performance" and "extra amenities provided" were the determinants of tourists' choice intention.
- China's hotel industry
- Logistic regression
- Service quality
- Tourist perception and expectation
ASJC Scopus subject areas
- Tourism, Leisure and Hospitality Management