伊朗一個(gè)四星級(jí)酒店服務(wù)質(zhì)量差距的相關(guān)分析【外文翻譯】

1、外文翻譯CrelationAnalysisofServiceQualityGapsinaFourStarHotelinIranMaterialSource:InternationalBusinessResearchVol.3No.3July2010Auth:ArashShahin，RezaDabestaniAbstractDuringthepastdecadesservicesecthasbeenknownasanimptantplay

2、erinthewldeconomy.ConsideringthesignificantroleofservicesinthehospitalityindustrythisresearchassessestheservicequalitygapsbasedonexpectationsperceptionsofcustomersinafourstarhotelinIsfahanasthemajtourismfocalpointinIran.

3、Fthispurposeservicequalitygapshavebeenmeasuredstudiedthroughcrelationanalysisbasedonacomprehensivesetofservicequalitydimensions.Thefindingsimplythatalmostalloftheservicequalitygapsarepositive“price”asaserviceqlitydimensi

4、onhasthehighestpositivevalue.“Communication”alsohasthehighestcrelationwithotherservicequalitydimensions.Keywds:ServiceQualityHotelDimensionGapsCrelation1.IntroductionServicequalityiscrucialtothesuccessofanyserviceganizat

5、ion.Sincecustomersparticipateindeliveryconsumptionofservicestheyinteractcloselywithvariousaspectsofganizations.Thisknowledgegivesthemtheopptunitytoassesscriticallytheservicesprovidedinganizations(Kampully2000).Customersw

6、illassessservicequalitybycomparingservicestheyreceivedwiththeirdesiredservices.Henceservicequalityplaysacriticalroleinaddingvaluetotheoverallserviceexperience(Lauetal2005).Duringthepastdecadesthetourismindustryhasbecomeo

7、neofthemostimptantplayersofeconomieswldwide.Thisimptantindustryhasmanyinfrastructuresserviceinstitutionsinitscategyamongwhichthemostimptantinfrastructureisthehotelindustry.Inthisrespectcustomersatisfactionisadefiniteneed

8、fserviceganizationimprovementtherefemaintainingmeasuringcustomersatisfactionasoneofthemostimptantaspectsofqualityimprovementisabasicneedofganizations.King(1995)mentionedthatFitzsimmons2000).Thesubjectofservicequalityiswi

9、devaried.Thetheyhasbeengreatlydevelopedbymanyresearchers.Duringthepastdecadesmanyscholarshaverecognizedinvestigatedthesubjectofservicequality.Innumerousservicequalityresourcesconceptualizationmeasurementimplementationman

10、agementofservicequalityhavebeenstudied.Theconceptofservicequalitywasestablishedaftertherehadbeenagrowinginterestinthequalityofgoodsserved.Garvin(1988)wasamongfirstscholarswhoexaminedthequalityconceptstocoverbothgoodsserv

11、ices.Heexplainedperceivedqualityasthesubjectiveperceptionofqualitythroughindirectmeasuresofqualitycomparison.Christopher(1994)introducedperceivedservicequalityasaresultofcomparingtherealexperiencewiththeexpectationofacus

12、tomerbefeconsumingtheservice.BasedontheperceivedservicequalityconceptParasuramanetal.(1985)appliedpremisesfromotherpreviousstudiestofmtheirmodelofservicequalitygaps.Theideasincludedaconsumerhaddifficultyinevaluatingservi

13、cequalityratherthangoodsqualitythataperceptionofservicequalitywasdevelopedfromacomparisonofconsumerexpectationwithactualserviceperfmancealsoqualityevaluationinvolvedtheevaluationofboththeprocessoutcomeofservicedelivery.T

14、herefeservicequalitygapdenotesthegapbetweencustomersexpectations(E)whattheserviceshouldprovidethecustomersperception(P)ofwhattheserviceactuallyprovides(Shahin2006):G=EPIntheconceptualmodelofParasuramanetal.(1985)10qualit

15、ydimensionswereintroducedwhichincludedreliabilityresponsivenesscompetenceaccesscourtesycommunicationcreditabilitysecurityunderstingknowingthecustomertangibles.Parasuramanetal.(1988)developedamultipleitemscale(SERVQUAL)fm

16、easuringservicequalitysimplifiedthe10dimensionsofservicequalitytofivedimensionsastangiblereliabilityresponsivenessassuranceempathy.Inthispaperacomprehensivesetof12SQDsisconsideredfthestudyasaddressedinTable1.WhileParasur

17、amanetal.(1988)identifiedfivegapsthatcanresultinunsuccessfulservicedeliverythemajityofliteraturehasfocusedonthefifthgapwhichisthedifferencebetweencustomersexpectationperceptionofservicequality.Thestudiesarenotlimitedtofi