An Empirical Study on Service Quality of Star Hotels: Using Servqual Model

Abstract

Service sector being a significant contributor to the country’s GDP, is a significant factor in the sustainable expansion of a country’s economy. Hotels are a part of the service sector generating huge amounts of profits throughout the years and expanding their branches throughout the tourism attractions. To ensure sustained profits throughout the years the hotels need to have competitive edge over their rivals in the industry by promising high quality of service. This study recognizes the gaps amid the expectations and perceptions of the customers. This research paper has been prepared by using the most acclaimed model, i.e. SERVQUAL model in the 5-star hotels in Bengaluru city. There has been a gap discovered in the course of conducting the SERVQUAL analysis. Though the expectations and perception of different customers were different the places where the quality of the hotels have to be improved have been circled down to some. Thus, the hotels should make the necessary efforts to match the customer’s expectations and perceptions by providing high quality of service and attaining customer loyalty. It is further recommended that the hotels must conduct timely analysis on the service quality provided to ensure constant customer satisfaction by removing gaps identified.