This assignment delves into the crucial topic of measuring service quality within the hotel industry. It utilizes the SERVQUAL model, a widely recognized framework for assessing perceived service quality gaps between customer expectations and actual delivery. The assignment further involves a case study analysis of the Saba Hotel London, applying SERVQUAL to evaluate customer perceptions of service quality at this specific establishment. Through this comprehensive approach, the assignment aims to shed light on the complexities of service quality measurement in hotels and its implications for enhancing customer satisfaction.