Service Quality Models in Tourism: Evolution, Application, and Contemporary Relevance

Service quality in tourism is an essential factor that significantly influences tourist satisfaction, loyalty, and overall destination competitiveness. Over the years, various models have been developed to measure and manage service quality in the tourism industry, each offering unique perspectives and insights. Among these, the SERVQUAL and SERVPERF models stand out as two of the most widely recognized and utilized frameworks. However, recent research has also introduced new models and adaptations to better address the unique challenges of the tourism sector. This study explores the evolution and application of these models in tourism, highlighting their strengths, limitations, and relevance in contemporary tourism management.