【文章內(nèi)容簡介】 88). This study has the following objectives: to determine the servicequality attributes that constitute fundamental servicequality dimensions in evaluating hotel operators。 to examine and to pare relative importance attached by customers in terms of their expectations and perceptions by type of hotels (fourstar or fivestar hotels)。 and to identify the role of service quality towards customer satisfaction in the hospitality industry. LITERATURE REVIEW Concept of Service For the last two decades, economies have experienced an extensive social and economic transformation globally. One of the most significant of these changes is the increased rate of spending on services. Service industries are leading the economy. Services lie at the hub of the economic activity of society and are linked closely with many other sectors of the economy (Kandampully, 2020). Services are not limited to the service industries, for example, a manufacturer like IBM can be highly involved in the service business. Services are deeds, processes and performance. The broad definition of services suggested that intangibility as a key factor of deciding whether an offering is a service (Zeithaml and Bitner, 2020). Services are generally described in terms of four unique characteristics, namely intangibility, inseparability, heterogeneity, and perishability. Intangibility can be defined as something that cannot be touched, seen, tasted, heard, or felt in the same manner in which goods can be sensed (Groth and Dye, 2020). It has been said that intangibility is the single most important difference between products and services (Santos, 2020). Due to the intangibility characteristic of services, the firm may find it hard to understand how consumers perceive their service and evaluate service quality (Parasuraman, Zeithaml, and Berry, 1985). Services possess the inseparability characteristic since the service provider usually creates or performs the service at the same time as the full or partial consumption of the service take place. The conversion is highly visible and it is not possible for the service provider to hide any mistake or quality shortfall. Furthermore, the involvement of the customer in the delivery process introduces an additional factor, which causes the service providers to have little or no direct control over the service experience (Ghobadian, Speller, and Jones, 1994). With this condition, the consumer’s input bees vital to the quality of service performance (Parasuraman, Zeithaml, and Berry, 1985). There are high degrees of variability in the performance of services. Services are difficult to standardize, in contrast to manufactured goods. The quality of a service can vary from producer to producer, from customer to customer, and from day to day (O’Brien and Deans, 1996). Service providers have to rely heavily on the ability of their staff to understand the requirements of the customer and react in an appropriate manner (Ghobadian, Speller, and Jones, 1994). Perishability is a characteristic of services that prevents them from being stored, warehoused, or inventoried (Lamb, Hair, and McDaneil, 2020). Unlike manufactured goods, it is impossible to have a final check on quality. It needs to be done right at the first time (Ghobadian, Speller, and Jones, 1994). Measuring Service Quality Gaps Lewis (1987) suggested that what can be measured are the differences between the abstractions. So, it is the logic that if we can measure the difference between expectations and perceptions, which is defined as perceived quality, therefore we can determine the level of satisfaction. This concept is