高質量的服務是滿足客戶偏好和期望的服務。客戶通過比較他們對收到的東西的印象與他們期望得到的東西來評估質量。這種質量定義不同於工業部門常用的定義，即它必須滿足一些內部確定的標準。酒店業的服務質量確實非常重要，尤其是在酒店中。管理者應該對服務質量進行管理，更多地關注服務質量。提供良好的服務也是在服務和酒店業賺取更多利潤和收入的重要組成部分。
使用 SBM DEA 方法共收集和分析了 24 家酒店數據。數據來源主要是各家酒店的網站和財報數據，主要來自美國、印尼和台灣。收集的數據是勞動力、酒店客房總數、淨營業收入。通過使用這些因素，我們可以分析哪個酒店在服務質量上是有效率的，哪個是低效率的。
結果是一些酒店在某些因素和某些年份效率低下。從整體結果來看，（1）麗晶台北酒店的效率得分是 2016 年最差的。（2）2017 年，Hotel Sahid Jaya International Tbk 的效率值在 24 家酒店中最低。 (3) 凱悅酒店集團在 2018 年排名最差，在 2020 年排名倒數第四。

High-quality services are those that fulfill the preferences and expectations of customers. Customers assess quality by comparing their impressions of what they receive to what they anticipate to get. This definition of quality differs from the one commonly used in the industrial sector, which is that it must fulfill some internally determined standard. Service quality in the hospitality industry is indeed very important to manage, especially in a hotel. The manager should have to manage the service quality and focus more on service quality. Providing good service is also playing an important part in earning more profit and income in the service and hospitality industry.
A total of 24 hotel data have been collected and analyzed using the SBM DEA method. The data sources are mainly the website and financial report data from each hotel and mostly from America, Indonesia, and Taiwan. The data collected is labor, the total number of rooms in a hotel, net income, and fixed capital. By using these factors, we can analyze which hotel is efficient and inefficient in service quality.
The results are some of the hotels have inefficiency in some factors and some years. From the overall result, (1) the efficiency score of Regent Taipei hotel was the worst in 2016. (2) In 2017, Hotel Sahid Jaya International Tbk experienced the lowest efficiency value among 24 hotels. (3) Hyatt Hotels Corporation has the worst ranking in 2018 and is fourth to the bottom in 2020.

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