Volume : I, Issue : XI, August - 2012

The Gap Analysis Of Hospitality Services: A Case Study

Dr. N. Ramanjaneyalu, Mr. Kiran Koppad

Abstract :

The main challenging task for any service providing firm to survive in the present competitive market is to retain its existing customers and to form a new bond with the new customers. Measurement of service quality is necessary to identify the errors in the service provided, which helps the organizations to take the corrective measures, in turn making them to provide good services to their customers. Customers will be having expectations and perceptions for the services provided by the firms. There exists gaps in what is expected and what is delivered and that it alters the perceptions, both for the Customer and the Provider. Understanding this gap and trying to fill it should be the top most priority of any service organization. Measuring the service quality is very important as there is always room for improvement which is very essential to retain existing customers as well as to attract new customers.  

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Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Dr. N. Ramanjaneyalu, Mr. Kiran Koppad The Gap Analysis Of Hospitality Services: A Case Study Indian Journal of Applied Research, Vol.I, Issue.XI August 2012

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