Correlation Analysis of Service Quality Gaps in a Four-Star Hotel in Iran

Abstract

During the past decades, service sector has been known as an important player in the world economy. Considering the significant role of services in the hospitality industry, this research assesses the expectations and perceptions of customers of service quality dimensions in a four-star hotel in Isfahan as the major tourism focal point in Iran. For this purpose, service quality gaps have been measured and studied through correlation analysis in order to determine most important service quality dimensions based on a comprehensive set of service quality dimensions. The findings imply that almost all of the service quality gaps are negative and “price” as a service quality dimension has the highest negative value. “Communication” also has the highest correlation with other service quality dimensions.