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- The servperf model as a quality evaluation tool in hotel unitsPublication . Costa, Adriano; Fernandes, Gonçalo; Antunes, JoaquimThe objective of this study is to demonstrate through the use of the Servperf model which variables are most valued by guests in accommodation units in Portugal. This study is based on the Servperf model, which measures the quality of services from the point of view of the guest (customer), identifying each of the 5 dimensions (tangibility, reliability, responsiveness, assurance and empathy), which globally qualify the service of the accommodation unit, identifying processes that can be improved in order to increase overall guest satisfaction. This Servperf model, developed by the authors Cronin and Taylor (1992), seeks to evaluate the quality of services, pointing out alternatives for improvement to the limitations they believe exist in the Servqual model of Parasuraman et al. (1988).