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ustomers’ perceived service quality is 0.92. Tangibility quality mainly measures physical facilities, equipment, appearances of service providers. Reliability weighs the credibility and consistency of services, as well as the ability to reliably and accurately provide the promised services. Responsiveness mainly measures service providers’ levels of willingness in helping customers and providing fast service in service process. Assurance mainly measures if service personnel have the knowledge for implementation of services, as well as to what extent they are able to gain the trust and confidence of customers. Empathy mainly measures to what extent service personnel are considerate of customers and give customers special care.

Cronin and Taylor (1992) believe that it is unscientific to measure consumers’ expected and perceived performance, they simply emphasize using perceived service quality, namely, service performance as the basis for evaluation service quality. They proposed SERVPERF (www.51lunwen.org/LiteraureReview/ service performance model) model of using service performance solely to measure service quality. The model is easier than SERVQUAL model in operation, it no longer measure service expectations of consumers, it directly measures consumers’ perceived service performance as service quality. In division of dimensions of service quality, SERVQUAL scale and SERVPERP scale are exactly the same, considering measuring indicators, SERVPERP scale remove the expectation questionnaire which are originally in SERVQUAL scale with perception questionnaire, leaving a total of 22 questions of perception questionnaire. The model has also been more widely used in service sector.

Gundersen, Heide and Olsson (1996) were based on SERVQUAL model and the characteristics of hotel industry to establish a service quality evaluation model for hotel industry. According to the characteristics that the service of a hotel’s lobby, rooms, food and beverage departments includes both tangible and invisible services, he developed a model with a total of 22 indicators to conduct an empirical research on service quality of hotels. The results showed that intangible service has greater impact than tangible products on service quality of a hotel, hotels should pay extra attention on intangible service. Wilkins et al. (2007) investigated the overall service quality of hotels, the research results showed that service quality of a hotel is composed of three parts: material products, service experience, high-quality food and drink. The research results provided operability approaches to improve service quality and emphasized the integrity of service quality, using a comprehensive view to think and analyze problems on how to improve service quality of hotels (Wilkins et al. 2007)
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