Revising Hotel SERVQUAL amid COVID-19

Service Quality (SERVQUAL) Model is a 'multi-dimensional research instrument' used to capture customer expectations of a service along five dimensions and was developed by Valarie Zeithaml, A. Parasuraman and Leonard Berry in 1988. It is necessary to revise the current SERVQUAL model because the current SERVQUAL does not adequately reflect travelers' service quality expectations today with the COVID-19 pandemic. The aim of our study is to see what are the most important aspect of service is in today's climate and revise the SERVQUAL model based on our findings.