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