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Title: Customer perceptions of service quality in hospitality industry
Alternative title / Subtitle: importance performance analysis
Authors: Manhas, Parikshat Singh
Ramjit, Monu
Item type: Conference publication
Keywords: Service quality;Customer experiences;Brand image;Customer satisfaction;Hospitality industry;India;Ποιότητα υπηρεσιών;Εμπειρίες πελατών;Εικονίδιο μάρκας;Ικανοποίηση πελατών;Βιομηχανία φιλοξενίας;Ινδία
Subjects: Tourism
Issue Date: 7-Feb-2015
Publisher: ΔΡ.Α.Τ.Τ.Ε.- Ινστιτούτο Τουριστικών Μελετών και Ερευνών
Abstract: Abstract:The aim of the present study is to identify the factors of importance service quality experience in luxury hotel industry in north India and to find out the difference between the specific and overall components of importance and actual stay experience of the customer in hotels.. A structured questionnaire was used to conduct this study with input from local hotel managers and individuals. Items were selected and customized based on the previous literature. The survey was conducted at various luxury hotels in north India. The findings of the study give us the idea about the importance score statistically significant to higher than the performance rating of the hotels. Overall, the results give us the idea that there was a significant difference between expectations of the guests and actual experiences, thus highlighting managerial implications for the Hotel industry.
Language: English
Citation: Manhas, P.S., and Ramjit, M. (2011). Customer perceptions of service quality in hospitality industry: imp performance analysis. Tourism Issues .14. p. 97-113
Journal: Τουριστικά θέματα
Tourism Issues
Type of Journal: Without a review process
Access scheme: 
License: Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ηνωμένες Πολιτείες
Appears in Collections:Τεύχος 14 (Ιανουάριος 2011)

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