Service Quality on Budgeted Hotel in Tamil NaduJournal: International Journal of Science and Research (IJSR) (Vol.7, No. 8)
Publication Date: 2018-08-05
Authors : S. Karthikeyan; P. Uma;
Page : 1178-1182
Keywords : Service Quality; Service Gap; Budgeted Hotels; Expectations; Perception;
The importance of service quality has been recognized in this article, there are many researchers have addressed the structure and antecedents of the concept for the hotel industry. The dimensions of service quality are inevitable for the managers in the hotel industry as these identify the bundles of service attributes consumers find important. Therefore, this article aims to measure the dimensions of service quality from the customers perspective of budgeted hotels in Tamil Nadu based on the SERVQUAL model. The sample size is divided on the basis of citied which has International airport in Tamil Nadu. As a result of it Chennai, Coimbatore, Madurai and Trichy has been selected for this study. Out if 123 top rated budgeted hotels in Tamil Nadu, 20 hotels has been i. e. five budgeted hotels from each cites were selected for the purpose of the study. The study is based on the primary data collected from the respondents with the help of a questionnaire to measure the expectation and perception of service quality dimensions of budgeted hotels. Data analysis has been done using SPSS software and factor analysis has been conducted to measure the differences among the factors affecting service quality expectations and perceptions. To measure the service quality gap, five dimensions related to hotel industry were identified. The analysis shows that the service quality of the budgeted hotels is highly dependent on the physical appearance, interior design, quality of food, behavior of the employees, security system, and customized services given to individual customers.
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