Analyzing service quality: a study among Peruvian resort
hotels

Abstract: The study purpose is to identify which dimension that is the best predictor
of overall service quality, in terms of generating an outcome that
identifies dimensions regarding service quality. This was achieved through
performing a theoretical and empirical study. The theoretical study provided
by identifying relevant theories, determining and defining service quality
for hospitality industries.

The empirical study comprised of 84 questionnaires with respondents opinions
and views from their resort hospitality experiences. This was achieved
through an examination of the dimensions in relation to hospitality service
quality, by extending the SERQUAL scale with nine new items, subsequently
referred to as RESQUAL.

Key findings of the study are that service quality is represented by six
dimensions in the hospitality industry, relating to Reliability, Assurance,
Tangibles, Employees, Exterior and Delivery of service. The best predictor
of overall service quality is the dimensions referred to as “Reliability”
followed by “Exterior”, “Tangibles” and “Assurance”.