Hotel Guest's Quality Perceptions

It is argued that service quality is what differentiates hospitality establishments, but there is not an agreed definition of what service quality is. There is however a few different suggestions of how to define service quality.

In conclusion, quality of the guest experience is the antecedent to both satisfaction and perceived value. Guest satisfaction is therefore a direct result of quality. Quality is also more important than price in telling hospitality companies apart from one another. Though no agreed definition of what service quality is exists, it is generally accepted that service quality is dependent of guest’s needs and expectations. Because service quality and value is difficult to measure, hospitality companies must rely on guest perceptions which can be measured effectively through carefully designed surveys that ask questions related to their expectations.