SERVICE QUALITY MODELS IN HOSPITALITY INDUSTRY

Abstract

This research paper aims at the establishment of applicable models for service quality measurement in hospitality industry. With the implementation of various measurement models and instruments for service quality measurement and determination, it contributes to the increase of customer satisfaction and loyalty strengthening. Measuring the service quality provides specific data which can be used for quality management, with which the hospitality industry will have the opportunity to monitor, control and maintain the service quality. Due to the multidimensional concept of service quality, several models for quality measurement have been identified.

Key words: measurement, satisfaction, loyalty, hotel, restaurant