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Hospitality and Tourism Services Management

Introduction to Excelsior Hotel Service Quality

Service quality generally refers to the comparison of expected performance with the perceived performance of the service provider (Sighn, 2013). The role of service quality cannot be ignored in the hotel management, it becomes the most vital factor in creating a sustainable competitive advantage over its competitors. The effectiveness of service quality leads to the creation of customer satisfaction and customer’s trust over the service provider (Al-Ababneh, 2017). The amount of customer satisfaction and customer trustworthiness leads to competitive differentiation for the industry.

Service quality includes five factors namely assurance, trustworthiness, responsiveness, tangibility and compassion. (Rau, 2019). Customer satisfaction is an individual’s internal feeling which can be both negative or positive which helps in assessment of service ....