Service Quality towards Customer Satisfaction in Star Hotels, Varanasi
Keywords:
Servqual, hospitality, service quality, tourist, customer satisfaction,Abstract
Globally, the service sector is the fastest growing sector and services in the hotel industry are evaluated by quality. The hospitality industry is characterized by high levels of service quality. It is more important when tourists from around the world visit Indian hotels as a tourist destination or stay in Indian hotels for business. This paper attempts to investigate the quality of service and customer satisfaction in major star hotels at Varanasi. Service quality affects customer satisfaction. As part of Service Quality, products and guest services must be delivered promptly and consistently. As the hospitality industry continues to develop and become increasingly competitive, delivering quality service will be one of the major challenges facing hospitality managers next year. The purpose of this study is to assess customer perceptions of service quality in the star hotels of Varanasi. Keeping customers loyal and satisfied has a direct impact on customer loyalty and retention.References
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