Service quality gap in China's hotel industry: A study of tourist perceptions and expectations

Hailin Qu, Kee Fu Tsang

Research output: Journal article publicationJournal articleAcademic researchpeer-review

17 Citations (Scopus)

Abstract

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.
Original languageEnglish
Pages (from-to)252-267
Number of pages16
JournalJournal of Hospitality and Tourism Research
Volume22
Issue number3
DOIs
Publication statusPublished - 1 Dec 1998

Keywords

  • China's hotel industry
  • Logistic regression
  • Service quality
  • Tourist perception and expectation

ASJC Scopus subject areas

  • Education
  • Tourism, Leisure and Hospitality Management

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