International Research Journal of Commerce , Arts and Science

 ( Online- ISSN 2319 - 9202 )     New DOI : 10.32804/CASIRJ

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DETERMINANTS OF SERVICE QUALITY IN HOSPITALITY INDUSTRY

    1 Author(s):  SUNITA CHAUDHARY

Vol -  5, Issue- 1 ,         Page(s) : 40 - 53  (2014 ) DOI : https://doi.org/10.32804/CASIRJ

Abstract

The quality of service in hospitality industry plays a vital role to become successful. The existing trend of business is fully competitive and in this situation service quality provides competitive advantage. The endeavor of this paper is to show the effectiveness of the service quality in hotel industry. This paper describes the most common factor on which a customer gets satisfied, which is generally measured by internal service quality or SERVQUAL MODEL. Customer satisfaction is an observable fact or a phenomenon which can not be measured in terms of quantity. Hospitality industry is highly competitive and service plays an essential role for gaining sustainable competitive advantage.

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