The objectives of this study: to prove that the adapted SERVQUAL model can be applied to measure the service quality, compare guests‟ expectation and perceptions on service quality of business hotels and indicate the priority service quality dimension based on the business hotels guest‟s expectations and perceptions. The study‟s output can be used by the hotel managers as a guideline to improve service quality of the hotel. | Trƣơng Thị Hằng Tạp chí KHOA HỌC & CÔNG NGHỆ 118(04): 191 - 200 MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY USING THE ADAPTED SERVQUAL A CASE STUDY OF BUSINESS HOTELS IN CHIAYI AND TAINAN CITIES Truong Thi Hang* International School - TNU SUMMARY The role of service quality in the success of hotel business is one of the most important dimensions. It is vital for the hotel managers to have a good understanding on what exactly the customers want. Identifying the specific expectations of customers, the dimensions of the service quality, and their relative importance for customers for each specific segment of the hotel industry would definitely help managers in the challenge of improving the service quality. The objectives of this study: to prove that the adapted SERVQUAL model can be applied to measure the service quality, compare guests‟ expectation and perceptions on service quality of business hotels and indicate the priority service quality dimension based on the business hotels guest‟s expectations and perceptions. The study‟s output can be used by the hotel managers as a guideline to improve service quality of the hotel. Key words: servqual, Service quality, Business hotels Introduction* A number of countries around the world have experienced substantial growth in the hospitality and tourism industry nowadays. During the past a few years, the hospitality industry in Taiwan has grown in tandem with the expanding economy of the country and the increased use of hospitality facilities by the local people. The growth of the hospitality industry has created high demand for competent managers, and this poses a challenge to hospitality services. The role of service quality in the success of hotel business can‟t be over emphasized. It is vital for the hotel managers to have a good understanding on what exactly the customers want. Identifying the specific expectations of customers, the dimensions of the service quality, and their relative importance for customers
