Introduction Quality of service has been studied in the area of business management for years because the market is more competitive and marketing management has transferred its focus from internal performance such as production to external interests such as satisfaction and customers' perception of service quality (Gronroos, 1992). Now, the major new element in world market competition is quality. As so in hospitality industry, the service quality is one of the most important thing, to answer …showed first 75 words of 1842 total…

…showed last 75 words of 1842 total…closed before working on the others by bringing expectations in line with actual delivery by lowering expectations rather than improving service delivery. By understanding the factors that influence those gaps and managing them, it is easier for management to control and take corrective action to reduce the difference between expected and perceived service quality so that customers will be satisfied. References: 1 http://www.arl.org/newsltr/215/octsymp.html 2 http://www.pointers-uk.com/csga_gaps.htm