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Asian Journal of Management
Year : 2018, Volume : 9, Issue : 1
First page : ( 393) Last page : ( 399)
Print ISSN : 0976-495X. Online ISSN : 2321-5763.
Article DOI : 10.5958/2321-5763.2018.00060.4

Validation of Servqual Model in Star Hotels Pertaining to Bengaluru City

Sunil M P1, Dr Shobharani H2, Mathew Anna K3,**, Rose Ann E3

1Assistant Professor, Department of Commerce, Christ University, Bengaluru

2Assistant Professor, Department of PG Studies in Commerce, Kuvempu university, Kadur

3Research Scholar, Department of Commerce, Christ University, Bengaluru

*Corresponding Author E-mail: sunil.mp@christuniversity

**anna.mathew@mcom.christuniversity, ann.e@mcom.christuniversity

Online published on 2 June, 2018.


Service sector is very pivotal in the contemporary world. It adds majorly to the sustainable development of an economy. Hotels contribute significantly towards service sector. Service quality is the need of the hour and it is highly relevant in attaining success for any organization. Hotels are no exception to such organizations. To earn competitive edge over rival companies it is important for every hotel to ensure high standards of service quality. This research paper has identified gaps between customer expectations and perception regarding services received by the customers. The research was done by using the widely accepted SERVQUAL model in star hotels pertaining to Bengaluru city. The findings have proved that the 5-dimensional structure of SERVQUAL model has been very useful in determining such gaps. Quality is in stable and it is perceived differently by various customers. Thus, it is concluded that hotel managers must make sincere efforts to attain customer satisfaction and high end customer loyalty. It is further recommended that hotel managers must analyze and evaluate quality and quantity of services for various seasons to identify the gaps between customer perception and expectation enabling them to judiciously remove such gaps, which ultimately helps in retaining valued customers.



Servqual model, Bengaluru, Hotel industry, Customers, Satisfaction, Customer expectation, Customer perception.


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