Measuring the Service Quality of Economy Hotels in China

Economy hotels have developed and expanded rapidly. in China in recent years. With the dramatic development of the economy hotel industry, competition has also increased and high quality service has become essential to survival. It is essential for hotel managers to have a good understanding on what the economy hotel customers want. This study aims to investigate the service quality expectations and perceptions of economy hotels' customers, measure the level of importance of each specific dimension of service quality for the customers and find out the problems in the service delivering process by using the SERVQUAL instruments. Based on the analysis results, the study provides the economy hotel managers with some suggestions in the challenge of improving the service quality.