{"id":"W1992771737","doi":"10.5539/ibr.v7n7p37","title":"SERVQUAL: Can It Be Used to Differentiate Guest’s Perception of Service Quality of 3 Star from a 4 Star Hotel","year":2014,"lang":"en","type":"article","venue":"International Business Research","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":31,"is_retracted":false,"has_abstract":true,"ca_institutions":"","funders":"Universiti Tun Hussein Onn Malaysia","keywords":"SERVQUAL; Service quality; Star (game theory); Perception; Quality (philosophy); Service (business); Psychology; Business; Marketing; Customer satisfaction; Mathematics","routes":{"ca_aff":false,"ca_fund":false,"ca_venue":true,"about_ca":false,"invisible_to_affiliation_only":true},"retraction":null,"screen":null,"direct_labels":[],"prediction":{"model_version":"metacan-v3-hybrid-931329e0061c","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.00217554,0.0003571756,0.0003795637,0.001593477,0.0003103326,0.001559721,0.0003322953,0.0005382244,0.007789756],"category_scores_gemma":[0.006692179,0.0001290701,0.0007486651,0.001714278,0.0002564268,0.001985523,0.0008024689,0.0007368494,0.002416121],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.0004953822,"about_ca_system_score_gemma":0.0006165298,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.002864123,"about_ca_topic_score_gemma":0.004854341,"domain_scores_codex":[0.9988035,0.0003241686,0.0001421244,0.00007119959,0.0004659352,0.0001930106],"domain_scores_gemma":[0.9968858,0.0009144052,0.0007598639,0.0001462931,0.0008004447,0.0004930987],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.000729822,0.0007033586,0.6046536,0.0007952778,0.0001505593,0.0001925554,0.003126016,0.0005743383,0.003070788,0.002360975,0.0222179,0.3614249],"study_design_scores_gemma":[0.00005762112,0.001351657,0.9448708,0.0007554262,0.0001113374,0.0006799358,0.007338224,0.003933075,0.002587658,0.002365813,0.03585337,0.0000951125],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.903601,0.001612151,0.01091922,0.00472183,0.0003305315,0.0008032739,0.007459537,0.0007527253,0.06979974],"genre_scores_gemma":[0.9812097,0.0007476289,0.008883879,0.0005796147,0.00005445552,0.0002898731,0.002812664,0.00006445935,0.005357608],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.007789756,"threshold_uncertainty_score":0.02605933,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.1732356492655787,"score_gpt":0.3946277732414453,"score_spread":0.2213921239758666,"validation_status":"score_only:v0-immature-baseline","note":"Baseline scores from an immature model (maturity gate not passed). Scores rank; they never assert a category."}}