Service Quality among the Hotels in Velankanni

The study focuses on the service quality among the hotel in Velankanni. Service quality is considered substantial when it comes to define organizational success. The winning strategy is to deliver excellent quality service to customers. The aim of the study is to identify which item of SQDs of the hotel has influence in increasing the customer satisfaction. The data are collected from 150 customers in order to measure their perceptions of hotels by using 24 questions of Service Quality Dimensions which is constructed by a five point Likert scale (1- Very Low to 5 – Very High) along with personal details. The result is indicated that the customers' opinion on SQDs through t value which follows as: updated facilities, cleanliness, appearance and decor (2.764, 2.722, 1.450, and 0.087), transport facilities, fair communication, reservation, error-free record and timing operations (4.078, 3.727, 1.003, 0.682 and 0.651), courtesy, response to the request, willing to help and keep attention (4.757, 2.545, 1.787 and 1.388), capability and experience, safety and security, good environment, first aid provision and screening of customer (4.759, 3.465, 2.927, 2.284 and 0.068) and easy access by staff, listen to the problem, apologies, need and response and personal attention (4.081, 3.247, 3.197, 0.751 and -0.413) of tangibility, reliability, responsiveness, assurance, empathy. The hotels have to develop interior and exterior decor, keep timing in operations, keen attention towards customer, screening, and show personal care on customers which will increase the overall satisfaction of the customer at high.