Taiwan's hotel rating system: a service quality perspective.(International Focus)

An analysis of Taiwan's new hotel rating system shows an imbalance among the five service-quality factors used in the SERVQUAL framework, which is often applied to quality assurance assessments. Although Taiwan's Criteria of Hotel Service Quality do a complete job of covering two SERVQUAL variables, namely, assurance and tangibles, the system is short on items relating to the other three: responsiveness, reliability, and empathy. Another way to examine the Taiwan system is to compare it to hotel quality ratings in the United States, the United Kingdom, and the People's Republic of China (PRC). Taiwan's system has many factors in common with the PRC approach, particularly in that Taiwan's system is a government-driven, two-stage approach, in which basic facility standards are first ascertained and then service is judged for upper-level hotels. In contrast, the United States has several established rating systems, notably that of the American Automobile Association, while the United Kingdom has at least three systems, one of which is maintained by the National Tourism Boards.

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