Code	Dimensions of Service Quality	y₁	y₂		y₃		y₄		y₅	η_ti		Sat	Std		R (S)		R (η)
T1	Room comfort and atmosphere	2	22		60		149		45	13.881		3.766	0.841		9		4
T2	Unique décor	6	16		115		120		21	10.783		3.482	0.805		34		21
T3	Good views and landscape	5	19		96		106		52	11.441		3.651	0.921		21		17
T4	Neatness	6	20		38		130		84	15.107		3.957	0.960		1		3
T5	Geographic locations	4	19		82		138		35	12.617		3.651	0.839		22		13
T6	Parking space, size and convenience	5	25		85		128		35	10.688		3.586	0.886		28		22
T7	Low prices	6	30		66		143		33	10.644		3.601	0.909		26		26
T8	Well-groomed personnel	6	12		64		156		40	15.381		3.763	0.829		10		2
T9	Modern facilities (Karaoke, TV, newspapers and magazines, etc.)	7	26		78		131		36	10.480		3.586	0.918		27		28
T10	Comprehensive facilities (swimming pools, air-conditioners, conference rooms, saunas and Internet, etc.)	4	36		77		126		35	9.132		3.547	0.921		30		33
T11	Hotel marketing (advertising, websites, etc.)	4	22		131		105		16	8.733		3.385	0.774		37		35
T12	Merchandize selling (souvenirs and specialty	5	18		175		56		24	6.512		3.273	0.782		38		38
T13	Quiet rooms	5	14		47		153		59	16.413		3.888	0.857		2		1
REL1	Safety	8	23		42		146		59	13.498		3.809	0.959		4		7
REL2	Hotel publicity	6	23		112		116		21	9.213		3.442	0.834		36		32
REL3	Room privacy	5	24		59		118		72	12.681		3.820	0.974		3		12
REL4	Timely completion of promises made to customers	5	33		57		128		55	10.852		3.701	0.977		15		20
RES1	Friendly staff	5	27		42		153		51	13.262		3.784	0.917		8		8
RES2	Willingness to assist customers	6	31		49		139		53	11.626		3.727	0.967		12		16
RES3	Ability to resolve problems for customers in a timely manner	8	32		54		140		44	10.662		3.647	0.975		23		23
RES4	Services meeting the expectations of customers	5	33		67		125		48	10.173		3.640	0.961		25		29
A1	Ability of service staff to provide correct information	7	28	64		134		45		10.988	3.655		0.952	20		19
A2	Professionalism of service staff	6	32	60		134		46		10.645	3.655		0.959	18		25
A3	Trustworthiness of service staff	8	24	70		129		47		11.227	3.658		0.955	17		18
A4	Customers feeling secure when interacting with service staff	5	20	65		138		50		13.251	3.748		0.896	11		9
A5	Appropriate support to staff to provide better services	5	17	80		129		47		13.027	3.705		0.883	14		10
A6	Mutual assistance among service staff to facilitate better services	3	21	86		116		52		12.085	3.694		0.897	16		14
E1	Simple procedures to make reservations	2	24	58		136		58		13.499	3.806		0.890	5		6
E2	Convenient accommodation	3	24	63		122		66		12.882	3.806		0.934	6		11
E3	Convenient transportation	6	20	56		140		56		13.649	3.791		0.919	7		5
E4	Consultation in sightseeing	5	29	87		127		30		9.690	3.532		0.886	31		31
E5	Deployment of barrier-free space and toilets for mother and children	5	34	101		108		30		7.811	3.446		0.905	35		37
E6	Food & beverages	10	29	70		128		41		9.778	3.579		0.983	29		30
E7	Whether employees speak foreign languages	5	31	100		96		46		8.463	3.529		0.956	32		36
E8	Personalized attention from service staff	6	31	89		116		35		8.953	3.522		0.930	33		34
E9	Prioritization of customers’ best interest	2	33	69		129		45		10.651	3.655		0.913	19		24
E10	Service hours addressing the needs of customers	2	32	55		142		47		11.830	3.719		0.903	13		15
E11	Understanding of special needs of customers	2	31	77		122		46		10.546	3.644		0.911	24		27
											3.654		0.907