【正文】 hat customers’ expectations towards a specific hotel stay will influence their perceptions, and this will have a great effect on their satisfaction towards the service they get. Zeithaml and Bitner (2020) stated that in order to manage service quality, it is important to manage the gaps between expectations and perceptions on the part of management, employers and customers. The most important gap (Gap 5) is that between customer’s expectation of service and their perception of the service actually delivered. Hence by referring to the gap model, it states that a service marketer must close the customer gap (Gap 5). In order to do so, the service provider must close the four other gaps (Gap 1, 2 3, and 4) within the organization that inhibit delivery of quality service. Serious action must be taken because how the customers, in these case hotel customers, perceive the level of service performance that meets their expectations will reflect on the quality of service provided by the organization. According to Lewis (1987), the gaps measurement may be a significant marketing tool. It also has the advantage of being less abstract, even though not pletely. It also considerably eases the task of measuring service quality. 出處： Pei Mey Lau。通過(guò)伊斯蘭會(huì)議組織會(huì)議、 F1 大獎(jiǎng)賽等的活動(dòng)的推廣工 作，使馬來(lái)西亞逐漸成為一個(gè)日益強(qiáng)大的國(guó)際活動(dòng)中心，促進(jìn)了 經(jīng)濟(jì)發(fā)展，確保旅 游業(yè)的國(guó)際收支依舊保持樂(lè)觀。一月份，馬來(lái)西亞迎來(lái)了 140 萬(wàn)旅客，這是歷史月度 到達(dá)的最高行業(yè)記錄。據(jù)世界旅游組織（ WTO）和國(guó)際酒店及餐館協(xié)會(huì)（以下簡(jiǎn)稱 IHamp。文化、藝術(shù)和旅游部介紹了馬來(lái)西亞蘭花分類計(jì)劃，以使 如床和早餐，客棧，旅店和招待所等不符合任何星級(jí)的住所有所適應(yīng)（文化、藝術(shù)、旅游局。正如客戶參與服務(wù)的生產(chǎn)和消費(fèi)，他們密切與該組織的各個(gè)方 面互動(dòng)，使他們有機(jī)會(huì)批判評(píng)估提供的服務(wù)，特別是服務(wù)質(zhì)量。服務(wù)是行動(dòng)，過(guò)程和性能。此外，在產(chǎn)出過(guò)程中，消費(fèi)者參與引入了一個(gè)額外的因素，導(dǎo)致服務(wù)提供者很少或失去對(duì)服務(wù)提高的直接控制。 衡量服務(wù)質(zhì)量缺口 Lewis（ 1987）建議哪些可衡量抽象事物之間的差異。 因此，它表明了客戶對(duì)一個(gè)特定的飯店住宿的期望會(huì)影響他們的看法，這將對(duì)飯店得到滿意的服務(wù)有很大的影響。 出處： Pei Mey Lau, Akbar, Abdolali Khatibi, Yong Gun Fie, ：對(duì)馬來(lái)西亞豪華飯店的研究 [J].美國(guó) 商業(yè)雜志 .(09), 三、指導(dǎo)教師評(píng)語(yǔ) 文獻(xiàn)主題 與論文主題有緊密聯(lián)系，譯文比較通暢。在這些情況下如何讓飯店消費(fèi)者的消費(fèi)者感知服務(wù) 性能水平，滿足他們對(duì)該組織提供的服務(wù)質(zhì)量的預(yù) 期，使得必須采取嚴(yán)肅的行動(dòng)。在后來(lái)的研究中， Parasuraman’s (1985)修訂了并 明確了服務(wù)品質(zhì)的五個(gè)方面， 即可靠性，反應(yīng)性，保證性，移情性和無(wú) 形性。一項(xiàng)服務(wù)的質(zhì)量可以從生產(chǎn)商到生產(chǎn)者，從消費(fèi)者到消費(fèi)者，從前一天到后一天（ O’Brien and Deans, 1996 ）。有人說(shuō)這是有 形的產(chǎn)品和服務(wù)之間最重要的區(qū)別（ Santos, 2020）。該研究有以下目標(biāo)： 1． 確定服務(wù)質(zhì)量的根本屬性，構(gòu)成飯店經(jīng)營(yíng)服務(wù)質(zhì)量評(píng)估標(biāo)準(zhǔn) 2． 審查和比較客戶相對(duì)重視的飯店類型和期望 3． 確定客戶對(duì)服務(wù)質(zhì)量滿意度在服務(wù)行業(yè)中的作用 文獻(xiàn)回顧 服務(wù)理念 在過(guò)去 20 年，經(jīng)濟(jì)經(jīng)歷了一個(gè)廣泛的全球社會(huì)和經(jīng)濟(jì)變革。在這種關(guān)系中，主人了解消費(fèi)者的需求，使其愉悅，提高他或她的幸福指數(shù)。 在馬來(lái)西亞，官方飯店分類制度是由馬來(lái)西亞文化、藝術(shù)和旅游部強(qiáng)制執(zhí)行的，一家飯店必須先分類，才能取得牌照 /許可 /注冊(cè)資格。 飯店分類 從歷史上看，飯店分類制度的形成，是為確保旅 客安全可靠的食物和住宿。 然而，飯店業(yè)仍面臨著嚴(yán)重的供過(guò)于求，入住率嚴(yán)重受到 SARS 和禽流感危機(jī)的影響。 為避免旅游 期間遇到麻煩 ，境內(nèi)外旅客大幅減少。RA) (2020), the most widely used graphical symbol in hotel classification is the star. The classification systems are mostly set up by the countries’ governments, and the Tourism Board and establishments are only consulted. Subsequently, they are adopted into the Tourism Law, the State Constitution or regional constitutions. In Malaysia, the official hotel classification system is enforced by Ministry of Culture, Arts and Tourism Malaysia and it is a mandatory system. It is necessary for a hotel to be classified before it can obtain license/ permission/ registration to operate. The classification authority in Malaysia is a panel set up under the Ministry of Culture, Arts and Tourism Malaysia, which consists of ministry officials and members from nongovernmental organizations, such as hotel associations, tour operator associations and other relevant government agencies (WTO and IHamp。RA, 2020). There are two hotel classification schemes, namely the Star Rating (from one to fivestar), and the Orchid Rating (from one to threeorchid). The Ministry of Culture, Arts and Tourism Malaysia introduced the Orchid Classification Scheme in order to acmodate those hotels such as beds an