Measuring service quality in the hotel industry using the adapted servqual a case study of business hotels in Chiayi and Tainan cities

The objectives of this study: to prove that the adapted SERVQUAL model can be applied to measure the service quality, compare guests‟ expectation and perceptions on service quality of business hotels and indicate the priority service quality dimension based on the business hotels guest‟s expectations and perceptions. The study‟s output can be used by the hotel managers as a guideline to improve service quality of the hotel.