| Construct | Assessment |
| Tangibility | Room comfort and atmosphere (T1) |
| Unique décor (T2) | |
| Good views and landscape (T3) | |
| Neatness (T4) | |
| Geographic location (T5) | |
| Parking space, size and convenience (T6) | |
| Low prices (T7) | |
| Well-groomed personnel (T8) | |
| Modern facilities (Karaoke, TV, newspapers and magazines, T9) | |
| Tangibility | Comprehensive facilities (swimming pools, air-conditioners, conference rooms, saunas and Internet, T10) |
| Hotel marketing (advertising, websites, etc., T11) | |
| Merchandize selling (souvenirs and specialty, T12) | |
| Quiet rooms (T13) | |
| Reliability | Safety (REL1) |
| Hotel publicity (REL2) | |
| Room privacy (REL3) | |
| Timely completion of promises made to customers (REL4) | |
| Responsiveness | Friendly staff (RES1) |
| Willingness to assist customers (RES2) | |
| Ability to resolve problems for customers in a timely manner (RES3) | |
| Services meeting the expectations of customers (RES4) | |
| Assurance | Ability of service staff to provide correct information (A1) |
| Professionalism of service staff (A2) | |
| Trustworthiness of service staff (A3) | |
| Customers feeling secure when interacting with service staff (A4) | |
| Appropriate support to staff to provide better services (A5) | |
| Mutual assistance among service staff to facilitate better services (A6) | |
| Empathy | Simple procedures to make reservations (E1) |
| Convenient accommodation (E2) | |
| Convenient transportation (E3) | |
| Consultation in sightseeing (E4) | |
| Deployment of barrier-free space and toilets for mother and children (E4) | |
| Food & beverage (E5) | |
| Whether employees speak foreign languages (E6) | |
| Personalized attention from service staff (E7) | |
| Prioritization of customers’ best interest (E8) | |
| Service hours addressing the needs of customers (E9) | |
| Understanding of special needs of customers (E10) |