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Abstract
This article examines the gap of hotel service quality in five service quality dimensions, and customer satisfaction between HGG (high gap group) and LGG (low gap group). The major findings are; the gap scores between performance and expectation in service quality showed significant difference across hotel grades, and the gap between expectation and performance in responsiveness was lower than in other dimensions, but the gap in tangibles score was the highest in each hotel group. Furthermore authors found that the ratios of HGG were higher than LGG, and customer satisfaction score was lower in HGG than in LGG. The results suggest that although it may be said that the greater the service quality, the higher is the customer satisfaction, the ratios of high gap guests are greater than those of low gap guests. The ratios of HGG to LGG are 81 % to 19% in fivestar hotels, 90% to 10% in four-star hotels, and 89% to 11% in three-star hotels.
Additional information
Notes on contributors
Yong-Ki Lee
Yong-Ki Lee is Assistant Professor of Marketing Department of Business Administration, Chungju National University, Korea E-mail: [email protected]
Young-Jae Lee
Young-Jae Lee is Manager in Sales Promotion Team, Hotel Lotte Co. Ltd, Korea
Dae-Hwan Park
Dae-Hwan Park is Assistant Professor of Hotel Marketing, School of Hotel and Tourism Management, Youngsan University, Korea
