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Critical Measures of Service Quality in Star Hotels Dr. Borgave Sachin A., Professor, Prof. Koranne Sameer, Assistant Professor Sinhgad Institute of Business Administration & Computer Application, Kusagon (Bk), Lonavala, Pune, India Online published on 15 April, 2014. Abstract Service Quality standards especially SERVQUAL has studied widely and illustrated in Gap analysis between expectations and perceptions of customers. However, expectations do not have the limits and are leading to a clutter of expectations. This is occurring despite of services being categorized Viz. Tangibility, Reliability, Responsiveness, Assurance and Empathy. To understand the critical expectations which can be measured and assessed through perceived values shall lead to effective SERVQUAL analysis. The paper focuses those measures of expectations which have direct influence on service quality standards and shall be considered as Critical expectations of customers to rate the service quality of star hotels. The study enunciates thirteen factors to be included in any SERVQUAL study of hotel industry. Top Keywords SERVQUAL, critical measures, expectations, hotel industry. Top | |
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