Evaluation of the Service Quality for Hotel Industry – A Case Study

The study is an attempt to recognize the role of quality enhancement process in hospitality industry and efficacy in construction of its sustainable business. The study includes a survey of the currently adopted quality management tools to meet the customer expectations. Descriptive research design has been developed to identify the parameters of service quality in hospitality industry. Tentative research design is used for the service quality management practices and its effectiveness. Here data analysis has been done and accessible hypothesis is tested alongside the collected data. Since the industry constantly improve on their services to meet the levels of customer satisfaction.
The study involves hotels of extremely competitive market with limited number of respondents. This limits the study to hotel industry and has scope of including other hospitality service providers as well.

 

INTRODUCTION
Hospitality industry has gone through many changes since its initiation. There are marvelous changes occurred over a period of time due to various reasons. The reasons may include changing patterns in customer preferences, industrialization, revolution in transport and aviation, varying laws and regulations etc. During the last few decades there is an exceptional change experienced in the hospitality industry and the reason being is Service Quality.
It has brought paradigm shifts in the operations of hospitality industry. The overall perspective of the industry is changed due to introduction of new techniques and methods of handling various processes. Responsiveness among the hotels and the guests has fuelled the inventions focused on operations. The increased sagacity of customer satisfaction led to the use of high standards of service in industry.

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