Measuring Service Quality in Hotel Industry

Nowadays, hoteliers, which mostly are customer-focused, do not simply rely on their strategies to meet their customers' expectation but also to make their visit become memorable. The hotel industry needs to be a customer-centered which is to fulfill their customers� needs. Customers have a more complex and unique demand, so this leads hoteliers to often fail in understanding both customers� expectation and perceptions. Customers want not only satisfaction, they want experience. Customer experience management is now emerging that hotels consider not only to exceeding the expectation but also delighting their customers. This research is an attempt to analyze more about customers� needs with the help of "the five service quality gap" model available in literature explaining about what are the gaps which might exist at various conditions