---

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

---

Original Article

Author Details : Sujay M. J*, Noor Afza

Volume : 6, Issue : 1, Year : 2019

Article Page : 54-59

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

Suggest article by email

Get Permission

---

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.

How to cite : Sujay M. J, Afza N, Perceived service quality and customer satisfaction: A study of mid-scale hotel industry in Mysuru. J Manag Res Anal 2019;6(1):54-59

This is an Open Access (OA) journal, and articles are distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 License, which allows others to remix, tweak, and build upon the work non-commercially, as long as appropriate credit is given and the new creations are licensed under the identical terms.