Paper Title :A Service Quality Gap Analysis: A Case Study of a Small-Sized Hotel in Bangkok, Thailand

Author :Sunattha Krudthong

Article Citation :Sunattha Krudthong , (2017 ) " A Service Quality Gap Analysis: A Case Study of a Small-Sized Hotel in Bangkok, Thailand " , International Journal of Management and Applied Science (IJMAS) , pp. 20-24, Volume-3,Issue-10

Abstract : The purpose of this research is aimed to identify the gaps or discrepancies between the hotel managers and the customer’s perspectives of service importance and service performance satisfaction through the analysis of Service Quality Gap Model. The theory suggests that 5 gaps of service quality; the knowledge gap, the standards gap, the delivery gap, the communication gap and the service gap, should be identified to investigate the service inefficiency. The effort to close these gaps will enhance customer satisfaction and business profitability. However, this paper mentioned the first three gaps; the knowledge, the standards and the delivery as they are seen the basis of customer satisfaction. The questionnaires were distributed to three groups of respondent involved; management, hotel staff and customers to monitor the discrepancies. The result shows that a number of gaps occur between management and staff and between staff and customers while the gap between managers and customers are slightly found. Keywords - Gap analysis, Gap Model of Service Quality, Hotel, Service, Service Quality

Type : Research paper

Published : Volume-3,Issue-10

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