Towards an understanding of total service quality in hotels

Hugh Wilkins*, Bill Merrilees, Carmel Herington

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

221 Citations (Scopus)


The importance of service quality for business performance has been recognized in the literature through the direct effect on customer satisfaction and the indirect effect on customer loyalty. The importance was recognized by Parasuraman et al. [1985. A conceptual model of service quality and its implications for future research. Journal of Marketing 49(4), 41-51] in the development of SERVQUAL, a measure of perceived service quality across industries. Although the importance of service quality and service quality measurement has been recognized, there has been limited research that has addressed the structure and antecedents of the concept for the hotel industry. This research addresses the antecedents and structure of service quality in the context of the luxury and first class hotel sectors. The data are analysed using exploratory and confirmatory factor analysis approaches and a structural model is used to test the structure of service quality. The paper clarifies the dimensions and structure of service quality in the hotel industry. The clarification of the dimensions is important for managers in the hotel industry as it identifies the bundles of service attributes consumers find important. The clarification of the structure is also important as it confirms, in a hotel context, that customers see service quality in its entirety as a second order dimension.

Original languageEnglish
Pages (from-to)840-853
Number of pages14
JournalInternational Journal of Hospitality Management
Issue number4
Publication statusPublished - Dec 2007
Externally publishedYes


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