Role of Service Quality on Guest Satisfaction in the Budget Hotels A Case Study of Ratnagiri and Ganpatipule
Journal Title: International Journal of Trend in Scientific Research and Development - Year 2021, Vol 5, Issue 5
Abstract
Budget hotels play a crucial role within the hospitality industry, and they are a trend in the tourism industry. Budget hotels are the no frills establishment offering accommodation at a minimum tariff to the people and acts as a substitute for the guest who wants a room. The service quality of any hotel is recognized to be one the most crucial part of flourishing in the hospitality industry. The modern trend of complete service quality management in the hotel industry ensures the achievement of the hotel. However, at another end to be a successful player in the hospitality industry, it is most important to concentrate on existing guest from the broad perspectives of guest satisfaction, particularly with the guest satisfaction that related to service quality as guest satisfaction is mainly hooked upon the quality of service provided to them. The research provides an understanding of the service experiences of the guest during their stay in budget hotels. SERVQUAL model is used to know the relationship between service quality and guest satisfaction in the budget hotels of Ratnagiri and Ganpatipule. Ten budget hotels from Ratnagiri and ten hotels from Ganpatipule were selected randomly. The sample consisted of one hundred and forty Guest from these twenty budget hotels in which seven guests from each hotel were selected on a convenience basis who had availed the services of these hotels. A twenty two attributes questionnaire was framed on the five dimensions of the SERVQUAL model to record the guest perception and expectation towards the service quality of the budget hotels. Data was then analyzed by finding the weighted mean of the five SERVQUAL dimensions based on guest expectation and perception, and later SERVQUAL method was used to find out the actual service gap. The study found that the service quality of budget hotels plays a vital role in guest satisfaction. Mr. Tushar Tingote | Dr. Rajesh Ragde "Role of Service Quality on Guest Satisfaction in the Budget Hotels: A Case Study of Ratnagiri and Ganpatipule" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45232.pdf Paper URL: https://www.ijtsrd.com/other-scientific-research-area/other/45232/role-of-service-quality-on-guest-satisfaction-in-the-budget-hotels-a-case-study-of-ratnagiri-and-ganpatipule/mr-tushar-tingote
Authors and Affiliations
Mr. Tushar Tingote | Dr. Rajesh Ragde
Keywords
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