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