Analyzing Service Quality in the Hotels of Puri - A weekend Tourist Destination of Odisha, India

Abstract

Hospitality industry acts as a paradigm vehicle for the socio-economic development of the country. It has become one of the profitable industries in the world. Customer satisfaction and service quality acts as the crucial executor in hotel industry. Application of SERVQUAL model for  the assessment of tourist satisfaction in the  hotel industry is a common phenomena. SERVQUAL model has five  dimensions   which includes - Reliability, Tangibility,  Assurance, Empathy and Responsiveness. The  structured questionnaire adapted from SERVQUAL  was administered to 330  tourists, visiting  Puri, the tourist destination of Odisha, out of which only responses of 312  tourists were valid and was analyzed, taking the  help of mean and standard deviation.  The present study was undertaken to ascertain the factors responsible for enhancing tourist satisfaction level  with the hotels and also to study the impact and effect of service quality dimensions on tourist satisfaction with hotels and to suggest with suitable and proper strategies for enhancing service quality as rendered by the hospitality industry.