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A Gap Analysis on perspectives of Managers and Guests with regards to Guestrooms of four star hotels in Cochin, Kerala

Nayak , Naresh and Prabhu , Narayan B. M (2013) A Gap Analysis on perspectives of Managers and Guests with regards to Guestrooms of four star hotels in Cochin, Kerala. In: Paper proceedings of International conference on Tourism and Hospitality management 2013(online). International Center for Research and Development, Srilanka, pp. 94-107. ISBN 978-955-4543-20-1

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Abstract

In the 21st century the hotels need not have large business centers to save on space and electricity. Modern technologies can be adopted in the room to reduce consumption of water, electricity and other resources. In the present era, guests have become more conscious about how they select their rooms. Building and maintaining service quality is one means of retaining customers and thus establishing competitive advantage in the hotel industry. The article aims to find out existence of gaps or their lack between the expected and perceived hotel service quality. The authors undertake an attempt to identify the main reasons for the discrepancy between customers' expectations and their perception of the service quality in the four star hotel rooms in Kerala and show the most urgent tasks facing proactive managers to improve the quality of services they offer. This study should help managers to enhance their understanding of customers' expectations of service quality and show how to identify the priorities of service quality improvement in the hotel sector.

Item Type: Book Section
Uncontrolled Keywords: Service quality, Hospitality management, Gap analysis,
Subjects: Hotel Management > WGSHA Manipal
Depositing User: WGSHA EPrints Administrator
Date Deposited: 09 Jan 2014 05:15
Last Modified: 30 Jan 2014 09:20
URI: http://eprints.manipal.edu/id/eprint/138294

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