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Journal of Hospitality & Tourism Research, Vol. 22, No. 3, 252-267 (1998)
DOI: 10.1177/109634809802200304
© 1998 ICHRIE

Service Quality Gap in China's Hotel Industry: a Study of Tourist Perceptions and Expectations

Hailin Qu

San Francisco State University

Nelson Tsang

The Hong Kong Polytechnic University

The purpose of the study was to assess international tourists'perceptions and expectations of service quality in China's hotel industry. A questionnaire was used and a systematic sampling was applied to survey a sample of 270 tourists. Descriptive and multivariate analyses were employed. The study found 22 significant service gaps in China's hotel in dustry. It explored the six underlying dimensions of perceived service quality and identified that "staff skill and performance" and "extra amenities provided" were the determinants of tourists' choice intention.

Key Words: service quality • China's hotel industry • tourist perception and expecta tion • logistic regression.


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