title: Applying revised gap analysis model in measuring hotel service quality.
abstract: BACKGROUND
  With the number of tourists coming to Taiwan growing by 10-20 % since 2010, the number has increased due to an increasing number of foreign tourists, particularly after deregulation allowed admitting tourist groups, followed later on by foreign individual tourists, from mainland China. The purpose of this study is to propose a revised gap model to evaluate and improve service quality in Taiwanese hotel industry. Thus, service quality could be clearly measured through gap analysis, which was more effective for offering direction in developing and improving service quality.
  
  
  METHODS
  The HOLSERV instrument was used to identify and analyze service gaps from the perceptions of internal and external customers. The sample for this study included three main categories of respondents: tourists, employees, and managers.
  
  
  RESULTS
  The results show that five gaps influenced tourists' evaluations of service quality. In particular, the study revealed that Gap 1 (management perceptions vs. customer expectations) and Gap 9 (service provider perceptions of management perceptions vs. service delivery) were more critical than the others in affecting perceived service quality, making service delivery the main area of improvement.
  
  
  CONCLUSIONS
  This study contributes toward an evaluation of the service quality of the Taiwanese hotel industry from the perspectives of customers, service providers, and managers, which is considerably valuable for hotel managers. It was the aim of this study to explore all of these together in order to better understand the possible gaps in the hotel industry in Taiwan.
authors: Department of Technology Management, Chung-Hua University, Hsinchu, 300 Taiwan.
authors: Yu-Cheng
authors: YC
authors: Lee
authors: Department of Business Administration, Chung-Hua University, Hsinchu, 300 Taiwan.
authors: Yu-Che
authors: YC
authors: Wang
authors: PhD Program of Technology Management, Chung-Hua University, Hsinchu, 300 Taiwan ; Department of Business Administration, Lee-Ming Institute of Technology, Taipei City, 243 Taiwan.
authors: Chih-Hung
authors: CH
authors: Chien
authors: Department of Tourism and Leisure Management, Yuanpei University of Medical Technology, Hsinchu, 300 Taiwan.
authors: Chia-Huei
authors: CH
authors: Wu
authors: PhD Program of Technology Management, Chung-Hua University, Hsinchu, 300 Taiwan ; Department of Business Administration, Lee-Ming Institute of Technology, Taipei City, 243 Taiwan ; Department of Food and Beverage Management, Lee-Ming Institute of Technology, Taipei City, 243 Taiwan.
authors: Shu-Chiung
authors: SC
authors: Lu
authors: Zhongshan Institute, University of Electronic Science and Technology of China, Guangdong, 528402 China ; School of Economics & Management, Shanghai Maritime University, Shanghai, 201306 China ; Law School, Nankai University, Tianjin, 300071 China ; School of Business, Dalian University of Technology, Panjin, 124221 China.
authors: Sang-Bing
authors: SB
authors: Tsai
authors: School of Economics and Management, Shanghai Institute of Technology, Shanghai, 201418 China.
authors: Weiwei
authors: W
authors: Dong
keywords: Business management; Gap analysis; Gap model; HOLSERV; Service quality