Assessment and Implementation of Service Quality of A HOTEL Using SERVQUAL Model
Keywords:
SERVQUAL, Service Quality, Expectation, Perception, Customer Satisfaction, HotelAbstract
Now a days service industries growing very fast than other industries, it was the fact highlighted by economist in whole World. The quality of this sector is seems to be declining so the major challenge in the service industries is to designing quality service. This study identify that the satisfaction level of the consumer in HOTEL industries in India or any other place in the whole world. I am applying it in A HOTEL in INDORE MP. Applying model of SERVQUAL in A HOTEL to measure the customer satisfaction level, and find the Gap between the expectation and perceptions of the customer. After finding Gap, provide some suggestion to Hotel management for implementation of the Quality of the HOTEL. Data are collected by preparing a questionnaire and feedback is taken of that questionnaire from the customers of that HOTEL and result are found by method of calculating AM (Arithmetic Mean).
References
Asubonteng P., McCleary K.J., Swan J.E., “SERVQUAL revisited: a critical review of service quality”, The Journal of Services Marketing, Vol.10, No.6, pp.62- 81, 1996.
Sureshchander G.S., Rajendran C., Anatharaman R.N., “The relationship between service quality and customer satisfaction: a factor specific approach”, Journal of Services Marketing, Vol. 16 No. 4, pp. 363-79, 2002
Silvestro R., Cross S., “Applying service profit chain in a retail environment”, International Journal of Service Industry Management, Vol. 11 No. 3, pp. 244-68, 2000.
Parasuraman A., Zeithaml V.A., Berry, L.L., “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 3, pp.41-50, 1985,
Carman J.M., “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions”, Journal of Retailing, Vol.66, Issue.1, pp.33-55, 1990.
A. Shahin, “SERVQUAL and Model of Service Quailty Gaps: A framework for determining and prioritizing critical factors in delivering quality services”, Department of Management-University of Isfahan, Iran, pp.1-10, 1990.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors contributing to this journal agree to publish their articles under the Creative Commons Attribution 4.0 International License, allowing third parties to share their work (copy, distribute, transmit) and to adapt it, under the condition that the authors are given credit and that in the event of reuse or distribution, the terms of this license are made clear.
