Nowadays, developing a conceptual framework and a measurement scale is a must in order to improve the quality of service in the hotel industry.

Since “quality of service” is a very broad term, we decided to break it down and turn it into measurable elements in this infographic.

service quality: interaction, environmental, outcome

Service quality:

Quality of service refers to the global dimension consisting of three primary dimensions:

    • Interaction Quality:  This sub-dimension focuses on the way the service is delivered
      • Conduct: Reflects the attitude and behavior of employees. The friendliness, helpfulness, and openness of your staff are key indicators to assess the quality of your service.
      • Expertise: When your staff is task-oriented, they know well what to do, customers are more likely to be satisfied with their experience.
      • Problem-solving: Are your employees able to handle guest complaints? Do they help your guests solve their problems? 
    • Environmental Quality: For the majority of your guests,  environmental quality is based on their perceptions of physical facilities.
      • Atmosphere:  This sub-dimension is the conscious design of space to create specific effects on your guests that lead to increasing their purchase and loyalty. 
      • Room quality: Your room design should guarantee to improve the quality of service, this includes factors such as  room set-up and temperature control, cleanliness, and quietness
      • Facility: This includes technology and devices used to enhance your guest experience. 
      • Design: This sub-dimension focuses on the architecture of the service facility, including both; aesthetic and functional components of the design.
      • Location: Concerned with features of the region of the facility: transportation and traffic conditions, and the availability of vital services within the region, such as hospitals, markets, and police stations. 
    • Outcome Quality: This is the result of your service, it represents the effect of your service on guests.
      • Sociability: Sociability focuses on the overall after-consumption outcome rather than the inter-guest interaction that happens during service delivery.
      • Valence: The post-consumption assessment of the guest that can be analyzed to determine your service quality.
      • Waiting time: Refers to the amount of time that guests spend waiting in line for service. Reducing waiting time should be a top priority to maintain a high quality of service in a hotel.


Briefly, the competition within the hospitality market is becoming tougher every day. Customer loyalty and decision-making are affected by the quality of service your guests receive, so you cannot just depend on good front-desk employees.

As a hotel or quality control manager, you need to define measurable indicators in order to conduct an accurate evaluation and take the quality of your services to the next level.

Here are 4 Quality Management Issues In Hospitality Industry you should know to avoid.

Top Factors Affecting On Hotel Service Quality

Leave a Reply

Your email address will not be published. Required fields are marked *