伊朗一个四星级酒店服务质量差距的相关分析外文翻译.docVIP

外文翻译 Correlation Analysis of Service Quality Gaps in a Four-Star Hotel in Iran Material Source: International Business Research ;?Vol.3 No.3 July? 2010 Author: Arash Shahin，Reza Dabestani Abstract During the past decades, service sector has been known as an important player in the world economy. Considering the significant role of services in the hospitality industry, this research assesses the service quality gaps based on expectations and perceptions of customers in a four-star hotel in Isfahan as the major tourism focal point in Iran. For this purpose, service quality gaps have been measured and studied through correlation analysis based on a comprehensive set of service quality dimensions. The findings imply that almost all of the service quality gaps are positive and “ price” as a service qlity dimension has the highest positive value. “Communication” also has the highest correlation with other service quality dimensions. Keywords: Service Quality, Hotel, Dimension, Gaps Correlation 1. Introduction Service quality is crucial to the success of any service organization. Since customers participate in delivery and consumption of services, they interact closely with various aspects of organizations. This knowledge gives them the opportunity to assess critically the services provided in organizations (Kandampully, 2000). Customers will assess service quality by comparing services they received with their desired services. Hence, service quality plays a critical role in adding value to the overall service experience (Lau et al, 2005). During the past decades, the tourism industry has become one of the most important players of economies worldwide. This important industry has many infrastructures and service institutions in its category among which the most important infrastructure is the hotel industry. In this respect, customer satisfaction is a definite need for service organization improvement and therefore, maintaining