Applying revised gap analysis model in measuring hotel service quality

Lee, Yu-Cheng; Wang, Yu-Che; Chien, Chih-Hung; Wu, Chia-Huei; Lu, Shu-Chiung; Tsai, Sang-Bing; Dong, Weiwei

doi:10.1186/s40064-016-2823-z

SpringerPlus

Table 1 Revised gap scores and functional relationships (Gap 5 = Gap 1 + Gap 8 + Gap 9 + Gap 10)

From: Applying revised gap analysis model in measuring hotel service quality

Question	Gap 5 TP-TE	Gap 1 MPTE-TE	Gap 8 EPMR-MPTE	Gap 9 EPD-EPMR	Gap 10 TP-EPD
1. Promises to provide a service and does so	−0.915	−1.036	0.767	−0.696	0.050
2. Shows dependability in handling service problems	−0.915	−0.668	0.383	−0.630	0.000
3. Performs the service right the first time	−0.881	−0.891	0.460	−0.500	0.050
4. Provides services at the time it promises to do so	−0.932	−0.377	−0.077	−0.478	0.000
5. Tells guests exactly when the services will be performed	−0.770	−0.555	0.107	−0.522	0.200
6. Gives prompt service	−1.048	−0.750	0.174	−0.522	0.050
7. Always willing to help	−0.811	−0.514	0.125	−0.522	0.100
8. Never too busy to respond to guests’ requests	−0.611	−0.877	0.466	−0.500	0.300
9. Instils confidence in guests	−0.610	−0.318	0.036	−0.478	0.150
10. Guests feel safe in the delivery of services	−0.698	−0.500	0.174	−0.522	0.150
11. Guests feel safe and secure in their stay	−0.648	−0.323	−0.053	−0.522	0.250
12. Polite and courteous employees	−0.626	−0.509	0.170	−0.587	0.300
13. Have the knowledge to answer questions	−0.741	−0.559	0.018	−0.500	0.300
14. Have the skill to perform the service	−0.515	−0.736	0.528	−0.457	0.150
15. Gives individual attention	−0.520	−0.650	0.239	−0.609	0.500
16. Deals with guests in a caring fashion	−0.660	−0.500	0.283	−0.543	0.100
17. Has guests’ best interests at heart	−0.448	−0.268	0.144	−0.674	0.350
18. Understands guests’ specific needs	−0.783	−0.591	0.243	−0.435	0.000
19. Equipment, fixtures and fittings are modern looking	−0.451	−0.814	0.559	−0.496	0.300
20. Facilities are visually appealing	−0.241	−0.427	0.445	−0.609	0.350
21. Neat and professional employees	−0.239	−0.518	0.644	−0.565	0.200
22. Materials are visually appealing	−0.842	−0.873	0.403	−0.522	0.150
23. Fixture and fittings are comfortable	−0.563	−0.514	0.494	−0.543	0.000
24. Equipment and facilities are easy to use	−0.547	−0.468	0.362	−0.391	−0.050
25. Equipment and facilities are generally clean	−0.558	−0.518	0.427	−0.717	0.250
26. Variety of food and beverages meet guests’ needs	−0.628	-0.464	0.516	−0.630	−0.050
27. Services are operated at a convenient time	−0.694	−0.518	0.383	−0.609	0.050
Average	−0.662	−0.583	0.312	−0.547	0.156

TE tourist expectation, TP tourist perception, MPTE managers’ perception for tourist s’ expectation, EPMR employees’ perception for managers’ requirement, EPD employees’ perception for delivery

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