Taiwan's Hotel Rating System: A Service Quality Perspective

This study applies content analysis to compare four hotel rating systems, in the United Kingdom, United States, China, and Taiwan as well as to compare the evaluating methods and service-quality measurement of the four hotel rating systems. Focusing on Taiwan's newly revised hotel-evaluation sc...

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Bibliographic Details
Published in:The Cornell hotel and restaurant administration quarterly 2007-11, Vol.48 (4), p.392-401
Main Authors: Su, Ching-Shu, Sun, Lou-Hon
Format: Article
Language:English
Subjects:
Classification
Comparative studies
Consumers
Content analysis
Diamonds
Hospitality industry
Hotels & motels
Hotels and motels
International
Quality management
Quality of service
Quality standards
Ratings & rankings
Services
Taiwan
Tourism
Citations: Items that this one cites
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Description
Summary:This study applies content analysis to compare four hotel rating systems, in the United Kingdom, United States, China, and Taiwan as well as to compare the evaluating methods and service-quality measurement of the four hotel rating systems. Focusing on Taiwan's newly revised hotel-evaluation schema, the study analyzes the Criteria of Hotel Service Quality Evaluation established by the Taiwan Tourism Bureau in the light of the five SERVQUAL dimensions. Though Taiwan's hotel rating system is strong on assurance and tangibles, the study suggests that the system would be made more effective by adding factors for reliability, responsiveness, and empathy. Surveys should also be conducted on an ongoing basis to clarify and incorporate consumer viewpoints and to keep hotel rating systems updated. These measures would also increase acceptance and recognition of the hotel rating system by consumers.
ISSN:0010-8804
1938-9655
1552-3853
1938-9663
DOI:10.1177/0010880407305836