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| Author: | Lopez Fernandez, M. C. Serrano Bedia, A. M. |
| Title: | Is the hotel classification system a good indicator of hotel quality? An application in Spain |
| Journal: | Tourism Management
2004 : DEC, VOL. 25:6, p. 771-775 |
| Index terms: | Hotel management Tourist industry Spain Service quality |
| Freeterms: | SERVQUAL |
| Language: | eng |
| Abstract: | The authors analyse whether the hotel classification system is good indicator of hotel quality, where quality is defined to be satisfying the expectations and needs of the client. They conducted their research in Spain, where a five-category system using stars is employed. The results support the idea that quality is associated with the delivery of a service according to client expectations, more than it is with establishment category. |
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