Volume : IV, Issue : VII, July - 2015

CUSTOMER PERCEPTIONS ON SERVICE QUALITY OF FRONT OFFICE STAFF AT HOTEL

Mr. R. Satheesh Kumar, Dr. T. Vetrivel

Abstract :

 All of the service businesses are trying their best to improve their service quality in order to make customers satisfied with their services, especially the hotel industry. If the service performance meets or exceeds customers’ expectation, customers will be satisfied. On the other hand, customers are more likely to be dissatisfied if the service performance is less than what they have expected. Researches proved that service quality is an important element to make customers satisfied with the hotel services. The objectives of this study are to assess customers’ expectation and perception level towards service quality of the front office staff in five dimensions: tangibility, reliability, responsiveness, assurance, and empathy (Parasuraman et al. 1988). SERVQUAL is used here as a tool to find the gap towards service quality of the front office staff in a hotel. Hotel management must seriously look in to key findings of research and take necessary steps to implement given suggestions to improve the service quality of front office at hotel. If the corrective actions on tangibility and reliability dimensions are taken, it is sure that it leads to improvement in service quality and it results in to customer satisfaction

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Article: Download PDF   DOI : 10.36106/ijsr  

Cite This Article:

Mr.R.Satheesh Kumar, Dr.T.Vetrivel Customer Perceptions on Service Quality of Front Office Staff at Hotel International Journal of Scientific Research, Vol : 4, Issue : 7 July 2015

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