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Perception of Service Quality in Hotel Industry: A Case of Five Star Hotels of Jaipur City

ATITHYA: A Journal of Hospitality

Volume 1 Issue 2

Published: 2015
Author(s) Name: Anil Mehta, Smita Sharma | Author(s) Affiliation: Department of Business Administration, Rajasthan University, Jaipur, Rajasthan, India
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Abstract

Service quality is increasingly being emphasized by industries today as it not only offers a competitive advantage but also ensures a sustainable advantage for them. The present study uses the SERVQUAL instrument for measuring service quality in the various 5 star hotels of Jaipur city and tries to identify the various dimensions which contribute to customer satisfaction. The results reveal that the correlation of tangibility and reliability was low (.110) and between responsiveness and empathy was also less (.059). The results show a positive statistical significance between customer satisfaction and the dimensions of assurance and responsiveness while there was found to be less correlation between customer satisfaction and the dimensions of tangibility and empathy. The standard deviation also ranges between 0.189 to 0.458. The results reveal that the relative relationship between the various dimensions and customer satisfaction vary and that the total service quality also varies from service to service. Hence the specific impact of each quality element should be taken into account before designing the services processes.

Keywords: Service Quality, SERVQUAL, Customer Satisfaction, Services Processes

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