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Qualitative Analysis of Business Service Gap in the Precinct of Hotel Industries

Author

Listed:
  • Dr.Nirmala J

    (VSKUB - Vijayanagara Sri Krishnadevaraya University (VSKU), Ballari)

  • Mr Abishek D M

    (SVDC - Sri Vidyaniketan Degree College)

Abstract

Service high-satisfactory can as a result be described because the distinction among patron expectancies of provider and perceived provider. If expectancies are extra than overall performance, then perceived highsatisfactory is much less than high-satisfactory and therefore patron dissatisfaction occurs. Several advertising researchers have explored the realistic effect of provider high-satisfactory and its impact on patron behavior. The fundamental functions of this studies paper to pick out the importance distinction among clients' expectancies and perceptions in hotel enterprise. In order to degree the provider high-satisfactory gaps, a SERVQUAL questionnaire from Parasuraman et al., 1988 take a look at is designed. It consists of 22 questions in forms (perceptions and expectancies). Service high-satisfactory gaps are calculated the use of the SERVQUAL method with the aid of using subtracting clients' perceptions (P) from clients' expectancies (E) as G = E-P. Paired t check became used to discover the distinction in notion and expectancies. Based on findings managerial implications also are presented to the hotel enterprise.

Suggested Citation

  • Dr.Nirmala J & Mr Abishek D M, 2022. "Qualitative Analysis of Business Service Gap in the Precinct of Hotel Industries," Post-Print hal-03704676, HAL.
    • Handle: RePEc:hal:journl:hal-03704676
    Note: View the original document on HAL open archive server: https://hal.science/hal-03704676
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    References listed on IDEAS

    as
    1. Hadi Shirouyehzad & F. Hosseinzadeh Lotfi & Arash Shahin & Mir. B. Aryanezhad & Reza Dabestani, 2012. "Performance evaluation of hotels by data envelopment analysis based on customers' perception and gap analysis," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 12(4), pages 447-467.
    2. Hyunsuk Choi & Saehya Ann & Kwang-Woo Lee & Duk-Byeong Park, 2018. "Measuring Service Quality of Rural Accommodations," Sustainability, MDPI, vol. 10(2), pages 1-15, February.
    3. Hadi Shirouyehzad & F. Hosseinzadeh Lotfi & Arash Shahin & Mir. B. Aryanezhad & Reza Dabestani, 2012. "A DEA approach for comparative analysis of service quality dimensions with a case study in hotel industry," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 12(3), pages 289-308.
    4. Chileshe Ng’andu Musaba & Emmanuel C. Musaba & Simon I.R. Hoabeb, 2014. "Employee Perceptions of Service Quality in the Namibian Hotel Industry: A SERVQUAL Approach," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 4(4), pages 533-543, April.
    5. Chileshe Ng’andu Musaba & Emmanuel C Musaba & Simon I.R Hoabeb, 2014. "Employee Perceptions of Service Quality in the Namibian Hotel Industry: A SERVQUAL Approach," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 4(4), pages 533-543.
    Full references (including those not matched with items on IDEAS)

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