Author(s)

Jingyi Wang ¹

Affiliation(s)

¹ Business School, Taylor's University, 47500 Subang Jaya, Selangor, Malaysia

Corresponding Author

Jingyi Wang

ABSTRACT

This study analyzes the service improvement and quality management system of Hilton hotel chain, how it helps Hilton gain a competitive advantage in the global hotel industry be shown. Implementation strategy of qualaity management system and customer preferences be analyzed, areas for improvement in responsiveness and empathy is determined. In terms of research models, this study used the SERVQUAL model, customers' perception of Hilton's service quality is based on five dimensions: tangibility, reliability, responsiveness, assurance, and empathy are analysed. At the same time, Hilton has some shortcomings, reflected in three aspects: responsiveness, safety and empathy. Responsiveness and empathy are areas where improvement can be focused. Through customer pain points be actively resolved and continuously improve its quality management system, Hilton's position in the global market be consolidated, and maintained its leadership in the global hotel industry. The findings highlight the critical role of implementing a well-implemented quality management system in achieving and maintaining competitive advantage in the highly competitive hotel industry.

KEYWORDS

Service Enhancement, Quality Management Systems (QMS), Hilton Hotels, SERVQUAL, Customer Preferences, Responsiveness, Empathy, Competitive Advantage, Strategic Necessity

CITE THIS PAPER

Jingyi Wang, Research on Service Improvement and Quality Management System—Taking Hilton Hotels Group as an Example. Accounting and Corporate Management (2025) Vol. 7: 104-109. DOI: http://dx.doi.org/10.23977/acccm.2025.070115.

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