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Journal of Management Research and Analysis


Perceived service quality and customer satisfaction: A study of mid-scale hotel industry in Mysuru


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Article Type : Research Article

Author Details: Sujay M. J*,Noor Afza

Volume : 6

Issue : 1

Online ISSN : 2394-2770

Print ISSN : 2394-2762

Article First Page : 54

Article End Page : 59


Abstract

The LODGSERV instrument has been used as an instrument for the estimation of hotel service quality (Knutson, Stevens, Wullaert, and Patton, 1990). This investigation focuses on the dimensionality of the LODGSERV instrument in its application to estimating the service quality of chosen mid-scale hotels located in Mysuru, by the tourists in Mysuru city, Karnataka. This investigation utilized the survey research method to collect data from the guests who have visited chosen mid-scale hotels.
Data collected were analyzed by using statistical techniques such as descriptive analysis, correlation analysis and multiple regression analysis, besides Cronbach's alpha test for reliability.
The study findings have huge implications for hotel managers and administration. This examination can likewise utilize as a tool by the hotel manager to recognise various dimensions of lodging service quality where changes are needed to enhance customers’ satisfaction.

Keywords: LODGSERV, Perceived service quality, Customer satisfaction in hotel, Impact analysis.

Doi :-https://doi.org/10.18231/j.jmra.2019.010