International Journal For Multidisciplinary Research

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Looking into the Hospitality Service Quality in China: A Review

Author(s) Zhong Wang, Susana Y. Torres
Country Philippines
Abstract Global economic is driving the development of tourism, and China is working to accelerate development through strategic measures. A boom in tourism may increase competition for hotels and make it more difficult to keep guests. Various scholars have concluded that service quality plays a crucial role in maintaining hotel guests, as this is key measure of their satisfaction. China’s hotel industry has rapidly grown in the past years and continues to grow since the government began opening business opportunities for international hotel chains. With the current increase of accommodation units, hotels face stiff competition on how to attract, satisfy and ultimately encouraging guests to return to their properties. This review aims to examine the service quality of the hotels in China based on studies conducted by their domestic scholars from 2019 to the present, the data were accessed by the authors from Chinese Academic Journal Electronic Publishing House. Based on the literature review, scholars agree that service quality influences customer satisfaction. Therefore, hotels in China must develop with strategies to improve their service quality to remain competitive. Additionally, it is observed that while there are several studies service quality, few scholars have explored measuring it through its five dimensions. Measuring service quality through these dimensions may provide the hotel sector more precise outcomes.
Keywords China; hospitality service quality; tangibility, reliability; responsiveness; assurance, empathy;
Field Business Administration
Published In Volume 6, Issue 3, May-June 2024
Published On 2024-06-22
Cite This Looking into the Hospitality Service Quality in China: A Review - Zhong Wang, Susana Y. Torres - IJFMR Volume 6, Issue 3, May-June 2024. DOI 10.36948/ijfmr.2024.v06i03.23238
DOI https://doi.org/10.36948/ijfmr.2024.v06i03.23238
Short DOI https://doi.org/gt2bqq
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