Managing both Outcome and Process Quality is Critical to Quality of Hotel Service

Abstract

Using room service for investigation, this empirical study demonstrates that, additional to the five quality dimensions identified in the original SERVQUAL study, core outcome components constitute a distinct quality dimension crucial for assessment of overall service quality. Effective quality management in the service sector hinges on the management of both outcome and process elements. The results reveal that the relative importance of the individual quality dimension to total service quality should vary from service to service. The findings also support that performance scores outperform gap scores in terms of the reliable measurement of service quality.

Keywords:

• Service quality
• SERVQUAL versus SERVPERF
• quality dimensions
• importance of outcome components