An Evaluation of Service Quality Gap and Customers�  Satisfaction of 3 Star Rating Hotels in Surat City: A  Study Based on Servqual Gap Model

Dr. Ashish K. Desai; Dr. Brijesh S. Patel

Volume : III, Issue : VI, June - 2013

An Evaluation of Service Quality Gap and Customers� Satisfaction of 3 Star Rating Hotels in Surat City: A Study Based on Servqual Gap Model

Dr. Ashish K. Desai, Dr. Brijesh S. Patel

Abstract :

Now a day, service sector plays a significant role in economy of any country. To improve tourism sector, hotel services are very crucial to attract customers. So, this study focuses on service quality and customers’ satisfaction of 3 Star Rating Hotels in Surat city. Total 140 customers have been taken as respondents from seven 3 Star Rating Hotels of Surat city. Data has been collected by applying convenience method by using a structured questionnaire. Questionnaire has been framed on the basis of SERVQUAL model. Data has been analyzed by using gap–score and t–test. From the analysis, it has been concluded that customers are satisfied with the services of 3 Star Rating Hotels. It has been determined that there is a positive gap between customers’ perception and customers’ expectation.