Perception Of Service Quality in Hotels of Odisha

Abstract

The perception of service quality is an important concept in the hospitality industry, particularly in the hotel sector. The study on the topic helps in finding out that the perception of service quality in hotels is influenced by a range of factors, including customer expectations, service encounters, and staff behaviour. Various models and frameworks have been developed to measure and evaluate service quality, such as SERQUAL model and GAP model. The study also highlights the best practices for improving serving quality.

Hotel business is one of the most vibrant sectors of hospitality industry. The increasing prosperity is due to the rising demand and opportunity for travel. Although the industry has more number of customers to cater, there are many competitors wooing the same customers. Service quality has been an important aspect of hotel industry as it helps the hoteliers to have satisfied and loyal customers.

This paper focuses on understanding the perception of the quality of service provided by the hotels in Odisha from the point of view of the customers. From the previous researches it has been observed that customer satisfaction has a direct impact on the quality of service provided by the hotel and an indirect impact on the loyalty of the customer. In order to measure the performance of the service quality (SERVPERF), a measurement scale was devised and a questionnaire was given to the customers staying at 5 star, 4 star and 3 star hotels in the region of Bhubaneswar, Odisha. Various attributes of service quality like tangibility, responsiveness, empathy, assurance, reliability was taken into consideration for understanding the quality of service provided by the hotel to the guest.