ABSTRACT
In the hospitality and tourism industry, as in the service industry, the quality of services offered to guests is known to be critically important in providing a competitive advantage to businesses. Service quality has many benefits, such as ensuring guests' satisfaction, intention to return, brand loyalty, positive value perceptions, positive brand associations and favourable word of mouth. Parasuraman developed the gap model, which defines a set of five gaps in the processes involving management perception of the service quality expected by customers. An analysis of these different gaps can provide insights for hotel managers seeking to evaluate and identify potential service quality shortfalls and can allow these managers to find clues to ways to close any gaps. One of the most important stakeholders in service quality management is managers. Different hospitality and tourism stakeholders might have different perceptions of the level of service quality provided to guests.
