Downloads: 134
Research Paper | Mechanical Engineering | India | Volume 3 Issue 3, March 2014
A Service Quality Model Applied On Indian Hotel Industry to Measure the Level of Customer Satisfaction
Chandrashekhar Sharma
Abstract: Evolution of economies worldwide highlights the fact that the service sector is growing faster than any other sectors. In contrary, the productivity and consequently the quality of this sector seems to be declining. Therefore, designing quality service is considered as a major challenge in service organizations. This study attempts to identify the level of customers satisfaction in third category hotels of India and particularly of Ujjain city. The SERVQUAL model is applied to measure customer satisfaction in the hotel industry. It reports the gap between the customer expectations and perceptions. It includes more detailed analysis such as service offerings, hotel facilities, hotels factors, etc. that affect the customers choices. It also provides suggestions to case organization for improvement. To have the statistic data for the study, one survey with 36 questions of 13 SERVQUAL attributes was distributed to hotel customer and on the basis of arithmetic mean (avg. ) results are obtained.
Keywords: Service quality, Hotel industry, Expectation, Perception
Edition: Volume 3 Issue 3, March 2014,
Pages: 480 - 485
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Subjective Paper, Mechanical Engineering, India, Volume 11 Issue 6, June 2022
Pages: 1796 - 1801Strategies for Enhancing Productivity and Quality in Industries
B. V. S. Rao | Dr. P. Prabhakar Reddy | M. Bharath Kumar
Downloads: 113
Research Paper, Mechanical Engineering, India, Volume 4 Issue 11, November 2015
Pages: 1343 - 1349Performance and Emissions Characteristics of Cotton Seed Oil Biodiesel Blend in CI Engine using Artificial Neural Network (Back Propagation)
R. Ramachandra [7] | V. Pandu Rangadu