SERVQUAL Model: Bridging the Gaps in Hotels
Nidhi Nayna1, M. Sajnani2, Abhinav Kr. Shandliya3
1Ms. Nidhi Nayna, Pursuing Doctor of Philosophy (PhD) focused in Hospitality Administration/Management from Amity University, Uttar Pradesh.
2Professor Manohar Sajnani, Dean Faculty of Hospitality and Tourism and Director Amity Institute of Travel and Tourism at Amity University Uttar Pradesh, Noida, India.
3Abhinav K Shandilya, Faculty of Hospitality and Tourism and Director Amity Institute of Travel and Tourism at Amity University Uttar Pradesh, Noida, India.
Manuscript received on January 09, 2020. | Revised Manuscript received on January 22, 2020. | Manuscript published on January 30, 2020. | PP: 2777-2780 | Volume-8 Issue-5, January 2020. | Retrieval Number: D9553118419/2020©BEIESP | DOI: 10.35940/ijrte.D9553.018520
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Due to the actual fact that the guests square measure unceasingly dynamical and become plenty of refined, marketers have to be compelled to adapt and continue with the modification. The demand for higher standards of services makes it robust for the service suppliers to figure out and management their services efficiently. the key is to grasp the importance of the services provided and to portion plenty of attention within the attributes and dimensions that improves the quality of the service and offers the company a competitive advantage. Quality in services Competitive advantage square measure typically achieved through service quality. This particular analysis explores the end result of various creating company variables with a sway on customer satisfaction. principally all of scientists followed Parasuraman, Zeitaml, & Berry’s (1988) program quality style and then followed the SERVQUAL instrument of theirs, based in the conception that program quality differs involving industries.
Keywords: Service Quality, Customer Satisfaction, SERVQUAL Model, Hotels.
Scope of the Article: Big Data Application Quality Services.