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Jan 25, 2025
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Abstract
Service quality, defined as customers’ perceptions of service com-pared to their expectations, is critical in the hospitality industry (Vidyanata, 2022). Consistently meeting the diverse expectations of a broad customer base remains a significant challenge for ser-vice providers (Pomegbe et al., 2019). This review examines 25 empirical studies, summarizing their key findings and approaches to consolidate insights into service quality. It highlights fundamen-tal concepts, theories, and practical applications while identifying research gaps and inconsistencies. Key themes include the impact of service quality on customer satisfaction, loyalty, reputation, employee satisfaction, organizational success, and competitive advantage. Influencing factors identified include customer satis-faction, organizational processes, and technology. The study also offers strategies for improving service quality, providing actiona-ble insights for the hospitality industry.
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
How to Cite
Coronel, P. J. P. (2025). Exploring Excellence: A Literature Review on Service Quality in the Hospitality Industry. International Journal of Multidisciplinary: Applied Business and Education Research, 6(1), 281-288. https://doi.org/10.11594/ijmaber.01.06.20
References
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Asis, E and Gharbi, I. (2023) Process Visibility and Work Stress: Exposure the Relation-ship with Service Quality to attain Cus-tomer Satisfaction in Hospitality Industry. International Journal of Technology In-novation and Management
Atilgan, E., Akinci, S., and Aksoy, Ş. (2003). Mapping Service Quality in the Tourism Industry. Managing Service Quality: An International Journal, 13(5), 412-422
Babar, S., Shabbir, A. and Abrar, K. (2020). In-novations for Potential Entrepreneurs in Service Quality and Customer Loyalty in the Hospitality Industry. Asia Pacific Journal of Innovation and Entrepreneur-ship, Vol. 14 No. 3, 2020, pp. 317-328
Booth, W. C., Colomb, G. G., and Williams, J. M. (2008). The craft of research (3rd ed.). University of Chicago Press
Braun, V., and Clarke, V. (2006). Using themat-ic analysis in psychology. Qualitative Re-search in Psychology, 3(2), 77-101
Bryman, A. (2016). Social Research Methods. Oxford University Press
Çiçekdağı, M. (2018). Failure Mode and Effect Analysis to Increase the Service Quality on Front Office of Hospitality Industry. The Journal of International Social Re-search
Creswell, J. W., and Creswell, J. D. (2017). Re-search Design: Qualitative, Quantitative, and Mixed Methods Approaches. Sage Publications
Creswell, J. W., and Poth, C. N. (2017). Qualita-tive Inquiry and Research Design: Choos-ing Among Five Approaches. Sage Publi-cations
Flavia, O. and Gabor M. R. (2020). Service Quality Management and Hotel Perfor-mance - Particularities from Romanian Hospitality Industry: A Complex Statisti-cal Analysis. Quality Management
Galic, T. (2023). The Quality of Hotel Service as a Factor of Achieving Loyalty among Visi-tors. Journal of Hospitality and Tourism Research
Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44
Hair, J. F., Black, W. C., Babin, B. J., and Ander-son, R. E. (2018). Multivariate Data Anal-ysis (8th ed.). Cengage Learning
Howell, D. C. (2012). Statistical Methods for Psychology (8th ed.). Cengage Learn-ing.Miles, M. B., Huberman, A. M., and Saldaña, J. (2014). Qualitative Data Anal-ysis: A Methods Sourcebook (3rd ed.). Sage Publications
Hussein, A. M. (2023). Relationships between Human Resource Management Practices, Employee Satisfaction, Service Quality, and Employee Service Behavior in the Hotel Industry. Problems and Perspec-tives in Management
Kandampully, J., and Suhartanto, D. (2000). Customer Loyalty in the Hotel Industry: The Role of Customer Satisfaction and Image. International Journal of Contem-porary Hospitality Management, 12(6), 346-351
Kuruuzum, A. and Koksal, C. D. (2010). The Impact of Service Quality on Behavioral Intention in Hospitality Industry. Interna-tional Journal of Business and Manage-ment Studies
Latif, S. A. (2023). The Effects of Service Quali-ty on Tourist Loyalty Towards Malaysian Budget Hotels. BIO Web of Conferences
Mburu, B., Koome, P. and Gichuhi, D. (2020). Influence of Employer-Employee Rela-tionships on Service Quality in the Hospi-tality Industry in Nakuru County, Kenya. International Journal of Research in Business and Social Science
Mmutle, T. and Shonhe, L. (2017). Customers’ Perception of Service Quality and its Im-pact on Reputation in the Hospitality In-dustry. African Journal of Hospitality Tourism and Leisure
Muheebwa, F. and Mbabazi, G. M. (2019). En-hancing Service Quality of the Hospitality Industry in Uganda through Organiza-tional Learning. Scholars Journal of Eco-nomics, Business and Management
Ofosu-Boateng, I. and Acquaye P. (2020). Ef-fects of Service Quality and Customer Sat-isfaction on Customers’ Loyalty in the Hospitality industry of Ghana. EJBMR, Eu-ropean Journal of Business and Manage-ment Research, Vol. 5, No. 5
Palgrave Phumpa, P., and Satchapappichit, S. (2022). The Impact of Digital Marketing on Hospitality Industry Performance in Thailand During COVID-19: Eastern Eco-nomic Corridor. Journal of Positive School Psychology
Parasuraman, A., Zeithaml, V. A., and Mal-hotra, A. (2005). E-S-QUAL: A Multiple-item Scale for Assessing Electronic Ser-vice Quality. Journal of Service Research, 7(3), 213-233
Pears, R., and Shields, G. (2016). Cite them right: The essential referencing guide (10th ed.).
Pomegbe, W. W., Otoo, C. O. and Dogbe, C. S. (2019). Individual’s Cultural Orientation and Perceived Service Quality in the Hos-pitality Industry. International Journal of Management, Accounting and Finance
Pub, A. and Rais, M. I. (2023). Understanding the Influence of Service Quality on Cus-tomer Loyalty in the Hospitality Industry: A Structural Equation Modelling Ap-proach. International Journal of
Multidisciplinary Research and Growth Evaluation
Rehman, S. U. and Pal, S. (2021). Customers’ Perception of Service Quality and its Im-pact on Reputation in the Hospitality Management. International Journal of Management
Vidyanata, D. (2022). The Mediating Role of Customer Satisfaction on the Relationship between Service Quality and Consumer Loyalty on the Hospitality Industry. Scien-tific Journal of Economics and Business
Waqanimaravu, M. and Arasanmi, C. (2020). Employee Training and Service Quality in the Hospitality Industry. Journal of Food service Business Research
Wong, A., Dean, A. and White, C. (1999). Ana-lyzing Service Quality in the Hospitality Industry. Managing Service Quality
Wulandari, N. K. (2023). Applying Green Hotel to Enhance Service Quality of the Front Office Staff at Mercure Bali Legian. Inter-national Journal of Travel, Hospitality and Events
Asis, E and Gharbi, I. (2023) Process Visibility and Work Stress: Exposure the Relation-ship with Service Quality to attain Cus-tomer Satisfaction in Hospitality Industry. International Journal of Technology In-novation and Management
Atilgan, E., Akinci, S., and Aksoy, Ş. (2003). Mapping Service Quality in the Tourism Industry. Managing Service Quality: An International Journal, 13(5), 412-422
Babar, S., Shabbir, A. and Abrar, K. (2020). In-novations for Potential Entrepreneurs in Service Quality and Customer Loyalty in the Hospitality Industry. Asia Pacific Journal of Innovation and Entrepreneur-ship, Vol. 14 No. 3, 2020, pp. 317-328
Booth, W. C., Colomb, G. G., and Williams, J. M. (2008). The craft of research (3rd ed.). University of Chicago Press
Braun, V., and Clarke, V. (2006). Using themat-ic analysis in psychology. Qualitative Re-search in Psychology, 3(2), 77-101
Bryman, A. (2016). Social Research Methods. Oxford University Press
Çiçekdağı, M. (2018). Failure Mode and Effect Analysis to Increase the Service Quality on Front Office of Hospitality Industry. The Journal of International Social Re-search
Creswell, J. W., and Creswell, J. D. (2017). Re-search Design: Qualitative, Quantitative, and Mixed Methods Approaches. Sage Publications
Creswell, J. W., and Poth, C. N. (2017). Qualita-tive Inquiry and Research Design: Choos-ing Among Five Approaches. Sage Publi-cations
Flavia, O. and Gabor M. R. (2020). Service Quality Management and Hotel Perfor-mance - Particularities from Romanian Hospitality Industry: A Complex Statisti-cal Analysis. Quality Management
Galic, T. (2023). The Quality of Hotel Service as a Factor of Achieving Loyalty among Visi-tors. Journal of Hospitality and Tourism Research
Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44
Hair, J. F., Black, W. C., Babin, B. J., and Ander-son, R. E. (2018). Multivariate Data Anal-ysis (8th ed.). Cengage Learning
Howell, D. C. (2012). Statistical Methods for Psychology (8th ed.). Cengage Learn-ing.Miles, M. B., Huberman, A. M., and Saldaña, J. (2014). Qualitative Data Anal-ysis: A Methods Sourcebook (3rd ed.). Sage Publications
Hussein, A. M. (2023). Relationships between Human Resource Management Practices, Employee Satisfaction, Service Quality, and Employee Service Behavior in the Hotel Industry. Problems and Perspec-tives in Management
Kandampully, J., and Suhartanto, D. (2000). Customer Loyalty in the Hotel Industry: The Role of Customer Satisfaction and Image. International Journal of Contem-porary Hospitality Management, 12(6), 346-351
Kuruuzum, A. and Koksal, C. D. (2010). The Impact of Service Quality on Behavioral Intention in Hospitality Industry. Interna-tional Journal of Business and Manage-ment Studies
Latif, S. A. (2023). The Effects of Service Quali-ty on Tourist Loyalty Towards Malaysian Budget Hotels. BIO Web of Conferences
Mburu, B., Koome, P. and Gichuhi, D. (2020). Influence of Employer-Employee Rela-tionships on Service Quality in the Hospi-tality Industry in Nakuru County, Kenya. International Journal of Research in Business and Social Science
Mmutle, T. and Shonhe, L. (2017). Customers’ Perception of Service Quality and its Im-pact on Reputation in the Hospitality In-dustry. African Journal of Hospitality Tourism and Leisure
Muheebwa, F. and Mbabazi, G. M. (2019). En-hancing Service Quality of the Hospitality Industry in Uganda through Organiza-tional Learning. Scholars Journal of Eco-nomics, Business and Management
Ofosu-Boateng, I. and Acquaye P. (2020). Ef-fects of Service Quality and Customer Sat-isfaction on Customers’ Loyalty in the Hospitality industry of Ghana. EJBMR, Eu-ropean Journal of Business and Manage-ment Research, Vol. 5, No. 5
Palgrave Phumpa, P., and Satchapappichit, S. (2022). The Impact of Digital Marketing on Hospitality Industry Performance in Thailand During COVID-19: Eastern Eco-nomic Corridor. Journal of Positive School Psychology
Parasuraman, A., Zeithaml, V. A., and Mal-hotra, A. (2005). E-S-QUAL: A Multiple-item Scale for Assessing Electronic Ser-vice Quality. Journal of Service Research, 7(3), 213-233
Pears, R., and Shields, G. (2016). Cite them right: The essential referencing guide (10th ed.).
Pomegbe, W. W., Otoo, C. O. and Dogbe, C. S. (2019). Individual’s Cultural Orientation and Perceived Service Quality in the Hos-pitality Industry. International Journal of Management, Accounting and Finance
Pub, A. and Rais, M. I. (2023). Understanding the Influence of Service Quality on Cus-tomer Loyalty in the Hospitality Industry: A Structural Equation Modelling Ap-proach. International Journal of
Multidisciplinary Research and Growth Evaluation
Rehman, S. U. and Pal, S. (2021). Customers’ Perception of Service Quality and its Im-pact on Reputation in the Hospitality Management. International Journal of Management
Vidyanata, D. (2022). The Mediating Role of Customer Satisfaction on the Relationship between Service Quality and Consumer Loyalty on the Hospitality Industry. Scien-tific Journal of Economics and Business
Waqanimaravu, M. and Arasanmi, C. (2020). Employee Training and Service Quality in the Hospitality Industry. Journal of Food service Business Research
Wong, A., Dean, A. and White, C. (1999). Ana-lyzing Service Quality in the Hospitality Industry. Managing Service Quality
Wulandari, N. K. (2023). Applying Green Hotel to Enhance Service Quality of the Front Office Staff at Mercure Bali Legian. Inter-national Journal of Travel, Hospitality and Events