میز اداری آموزش وردپرس صندلی مدیریتی صندلی اداری تبلیغات کلیکی میز تلویزیون پاراگلایدر آگهی رایگان محسن چاوشی دانلود آهنگ جدید خرید اینترنتی وبلاگدهی گن لاغری عکس بازیگران

A STUDY OF SERVICE QUALITY IN THE HOSPITALITY INDUSTRY

Dr. Shameem Anwar, Preetha Ravichandran

Abstract


Abstract - Given the increasing arrivals of international tourists to Chennai, the purpose of this research is to employ the SERVQUAL model and the gap theory in assessing the guest hotel service quality in the hospitality industry in Chennai city.   The sample for this study represents two groups which includes 195 hotel guests who have stayed at the hotel for a period of two or more nights and  11management staff  from different star hotels belonging to the highest rank.  The required data was gathered using two sets of specially designed questionnaires, one for the guests and the other one for the managers.   The reliability test, using Cronbach Alpha Coefficient, indicates that all SERVQUAL dimensions (i.e. Tangibles, Reliability, Responsiveness, Assurance, and Empathy) for both guests and managers, scored high which means that items in each dimension are highly correlated and therefore, reliable.  Gap analysis (gap 5) indicates customer dissatisfaction with the service quality for 55% of the SERVQUAL attributes (i.e. 12 items out of 22). For such items, customers' perceptions fell short of their expectations.   Another gap analysis (gap 1) shows that management is not fully aware of what may satisfy guests. They overestimate guests' expectations in terms of items pertaining to Reliability and Empathy, while underestimating the dimension of Assurance.

 Index Terms SERVQUAL, guests, hotel, service quality, gaps in service.


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ISSN : 2251-1547