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A Brief Literature Review On Dimensions And Models For Evaluating Hotel Service Quality

Author

Listed:
  • Camelia Adriana LATA

    (Doctoral School of Economic Sciences, Faculty of Economic Sciences, University of Oradea, Romania)

  • Ioan EGERĂU

    (Doctoral School of Economic Sciences, Faculty of Economic Sciences, University of Oradea, Romania)

Abstract

This paper provides a brief literature review on the key dimensions used to evaluate hotel service quality, based on academic research indexed in the SCOPUS database. As the hospitality industry faces increasing competition and evolving customer expectations, understanding how service quality is measured becomes essential for improving guest satisfaction and fostering loyalty. The review highlights the most widely used conceptual frameworks and evaluation models, including SERVQUAL, DINESERV, and other customer-centric approaches. Particular attention is given to the multidimensional nature of service quality, encompassing reliability, responsiveness, assurance, empathy, and tangibles. Additionally, the study discusses recent advancements in measurement tools, such as the incorporation of online reviews, emotional responses, and memory-related constructs. The findings underline the importance of context-specific adaptation of these models and propose directions for future empirical research in various cultural and economic settings.

Suggested Citation

  • Camelia Adriana LATA & Ioan EGERĂU, 2025. "A Brief Literature Review On Dimensions And Models For Evaluating Hotel Service Quality," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 34(2), pages 235-244, December.
    • Handle: RePEc:ora:journl:v:34:y:2025:i:2:p:235-244
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    References listed on IDEAS

    as
    1. Rashed Al Karim & Md Karim Rabiul & Mahima Ishrat & Pornpisanu Promsivapallop & Sakia Kawser, 2023. "Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation Assessment," Administrative Sciences, MDPI, vol. 13(3), pages 1-17, March.
    2. Alexakis, Christos & Dowling, Michael & Pappas, Vasileios & Ramachandiran, Manimozhi & Skalvos, Favianos, 2021. "Do hotel financial factors influence satisfaction?," Annals of Tourism Research, Elsevier, vol. 90(C).
    3. Christos Alexakis & Michael Dowling & Vasileios Pappas & Manimozhi Ramachandiran & Favianos Skalvos, 2021. "Do hotel financial factors influence satisfaction?," Post-Print hal-03358054, HAL.
    4. Moro, Sérgio & Lopes, Rui J. & Esmerado, Joaquim & Botelho, Miguel, 2020. "Service quality in airport hotel chains through the lens of online reviewers," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    Full references (including those not matched with items on IDEAS)

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    Keywords

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    JEL classification:

    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development
    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics

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