Customer Perception on Service Quality: An Emperical Study At Selected 3-Star Hotels in Kakinada City

Abstract

The purpose of this study is to identify the service quality of 3-star hotels in Kakinada city using the service quality model approach. The delivery of quality service is one of the most difficult task in the service organizations which consisting of its unique characteristics i.e intangibility, perishability, heterogeneity and inseparability of production and consumption of services. Service quality is the degree to identify the consumers' perceptions and expectations  through service quality model. The providers must understand the consumer expectations and perceptions and what are the factors which influence their evaluation and satisfaction by the provided service to the consumers by the provider. This Empirical study has been used to evaluate the customers’ expectations and perceptions about the quality of service. “SERVQUAL” is evaluated empirically for its usefulness in the 3-star hotels of Kakinada city.