Analysis of perceived service quality measurement models applied to the hospitality industry
Análisis de los modelos de medición de calidad percibida del servicio aplicados en la industria de hospitalidad
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The consumer’s demands have given way to researching into tools that allow to measure service quality. These instruments are called measurement models and help to know customer’s opinions in order to determine their needs and apply them to establishments. This work aims to assess service quality measurement models applied to the hospitality industry. The basic concepts of service quality will be presented and the main measurement models developed over time will be explained. The quality measurement models commonly used by restaurants and hotels will be analyzed to conclude that the Servqual model is the most recognized and adopted by the hospitality industry.
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