GAP model as one possibility of evaluating hotel service quality
GAP model as one possibility of evaluating hotel service quality

Summary/Abstract: Quality is seen as a key element of service differentiation these days and presents the area that needs to be addressed by every enterprise which wants to stay in the market. It affects the success of business and at the same time it acts as a factor creating business competitiveness. We consider a hotel industry to be a sub-sector of tourism. The hotel industry can meet the needs of tourism participants in the network of accommodation establishments by providing its fundamental and additional services. A compliance with the standard rules of providing services set by a country, organization or enterprise is of great importance to the hotel industry. It is also important to find a balance between customers’ and company’s perception of the quality. The article is based on a more extensive study focused on the quality assessment of a selected type of accommodation.

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