SERVICE QUALITY IN THE HOTEL INDUSTRY

Abstract

Quality assessment is one of the greatest challenges of the hotel industry. Given its complex nature, numerous technics help in quality measurement, assessment and management. Following this full quality management can be achieved and with that sustainable business development to the satisfaction of all stakeholders. In service industries quality is measured according to consumers’ expectation and perception. The aim of this paper is through literature review to get the importance of quality in the hotel services and its connection with consumers’ expectation and perception. The analysis is done on the difference in expectation and perception of consumers in the hotel service and their practical implication.
Key words: hotel industry, quality, quality measurement, expectation, perception, consumers