International Journal of Science and Research (IJSR)

International Journal of Science and Research (IJSR)
Call for Papers | Fully Refereed | Open Access | Double Blind Peer Reviewed

ISSN: 2319-7064


Downloads: 134 | Views: 187

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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