( ISSN 2277 - 9809 (online) ISSN 2348 - 9359 (Print) ) New DOI : 10.32804/IRJMSH

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CONSUMER PERCEPTION ON SERVICE QUALITY IN HOSPITALITY INDUSTRY. WITH SPECIAL REFERENCE TO BHUBANESWAR.

    2 Author(s):  NILIMA DAS, DR. MAHESWAR SAHOO

Vol -  7, Issue- 10 ,         Page(s) : 195 - 205  (2016 ) DOI : https://doi.org/10.32804/IRJMSH

Abstract

Tourism industry has become one of the most profitable industries in Odisha. There are many tourist destinations can attract various tourist (including both domestic and foreign). They prefer to stay at hotel and enjoy their trip. So, they prefer to stay at hotel and enjoy their trip. Tourism industry and Hospitality industry are inseparable in nature. In case of hospitality industryservice quality is one of a key factor which helps in attracting new and repeat business. Service quality is a subjective phenomenon which depends on customer’s perception and expectations. The purpose of study is to examine customer’s perception of service quality in hotel. The aim of the paper is to measure service quality by using GAP model for hotel service. Several factors are taken to study different service dimensions of service quality. The findings can be useful for hotel manager to improve the quality attribute and enhance service quality and business performance.

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