FROM SERVQUAL TO TOURQUAL IN REVIEWING SERVICE QUALITY MODELS IN THE HOTEL INDUSTRY
FROM SERVQUAL TO TOURQUAL IN REVIEWING SERVICE QUALITY MODELS IN THE HOTEL INDUSTRY
Camelia Adriana LATA
Doctoral School of Economic Sciences, Faculty of Economic Sciences, University of Oradea, Romania
camelialata@yahoo.com
Abstract: This paper provides a brief literature review on the key dimensions used to evaluate hotel service quality, based on academic research indexed. Service quality has been widely recognized as a fundamental determinant of customer satisfaction, loyalty, and organizational performance in the hospitality industry. Given the intangible and experience-based nature of hotel services, researchers have developed multiple theoretical and empirical models to conceptualize and measure service quality. This article critically reviews the most influential models, highlighting their theoretical foundations, empirical applications, strengths, limitations, and relevance to three-star hotels.
Keywords: hotel; quality; evaluation; models; scales.
JEL Classification: Z32; M21.
