Assessment and Implementation of Service Quality of A HOTEL Using SERVQUAL Model

D. Dapkara¹ , D.S. Verma²

1. Department of Mechanical Engineering, IET, DAVV, Indore, India.
2. Department of Mechanical Engineering, IET, DAVV, Indore, India.

Correspondence should be addressed to: dev09ver@gmail.com.

Section:Research Paper, Product Type: Isroset-Journal
Vol.5 , Issue.3 , pp.68-73, Jun-2017

Online published on Jun 30, 2017

Copyright © D. Dapkara, D.S. Verma . This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
 

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Abstract :
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).

Key-Words / Index Term :
SERVQUAL, Service Quality, Expectation, Perception, Customer Satisfaction, Hotel

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