A BRIEF LITERATURE REVIEW ON DIMENSIONS AND MODELS FOR EVALUATING HOTEL SERVICE QUALITY
Camelia Adriana LATA, Ioan EGERĂU
Doctoral School of Economic Sciences, Faculty of Economic Sciences, University of Oradea, Romania
camelialata@yahoo.com egerau.ioantrifu@student.uoradea.ro
Abstract: This paper provides a brief literature review on the key dimensions used to evaluate hotel service quality, based on academic research indexed in the SCOPUS database. As the hospitality industry faces increasing competition and evolving customer expectations, understanding how service quality is measured becomes essential for improving guest satisfaction and fostering loyalty. The review highlights the most widely used conceptual frameworks and evaluation models, including SERVQUAL, DINESERV, and other customer-centric approaches. Particular attention is given to the multidimensional nature of service quality, encompassing reliability, responsiveness, assurance, empathy, and tangibles. Additionally, the study discusses recent advancements in measurement tools, such as the incorporation of online reviews, emotional responses, and memory-related constructs. The findings underline the importance of context-specific adaptation of these models and propose directions for future empirical research in various cultural and economic settings.
Keywords: hotel; quality; evaluation; models
J.E.L Classification: Z32; M21
