Evaluating the Quality of Provided Services from the Perspective of Customers of Top Hotels in Isfahan Province

This study aims to evaluate the quality of services provided from the customer's perspective of 4 and 5-star hotels in Isfahan province based on the SERVQUAL model. The method of this applied research is a descriptive-inferential and survey type. This study's statistical population includes all people who have received services at least once in 4 and 5-star hotels in Isfahan province. The statistical sample includes 150 customers that have been to 4 and 5-star hotels in Isfahan province. A simple random sampling method was used in this study. Library and field methods were used in this study to collect data. The data collection tool in this particular study was a questionnaire.  Due to the different dimensions, the questionnaire consisted of 25 questions about the quality of services. According to the researchers, the questionnaire had high validity, and its reliability was 0.78 as depicted by Cronbach's alpha. The questionnaire was distributed among the selected statistical sample to complete, and then the collected information from the questionnaire was entered into the SPSS program. The statistical tests were finally performed on these data. The statistical results showed a difference between the current and desired conditions of hotels' services in terms of tangible services, reliability of services, responsiveness, dependability of services, empathy of services, and the cost of services from customers' ideas.