Recently, the wants and needs of hotel customers in high quality product and service are increasing more and more. Therefore the strategic role of quality management is very important in a successful hotel company. So, the problems of quality are drawing close high speedily as important strategic issues.
However, the major study of quality was focused on quality of products until now. The study of service quality was in short supply and was performed on customers´ evaluation of service quality. But the study of service quality is very important not only customers´ viewpoints but also service employees.
The purpose of this study was to systemize literature related to the service quality, and to hold the determinants of service quality in hotels from employees´ viewpoints.
As a result, determinants of service quality in hotels from employees viewpoints are first Fl. Physical Environment, F3. Personnel Service, and F4. Atmosphere from service quality constructs, second X1. Convenience of Internal Environment, X5. Parking Facilities, X6. External Environment, X8. Basic Quality of Employees, X9, Professional Quality of Employees, and X1Q. Psychological Atmosphere from service quality factors.
As a conclusion, this study attempts to systemize literature related to service quality of hotel. The author hopes advancements of service quality for improving service quality, and utilization of study results to the real situation in every tourist hotel. Futhermore in the future, the study should be oriented to exact empirical researchs for service quality of hotel.
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