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Service Quality In Hotel Case Study

1422 Words6 Pages

1. Introduction
The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive edge and advantage among hotels. An increase in travel and tourism sector accounts for the increase in number of travellers and thereby encourages the growth of hotels. In hotel industry, the aspect that differentiates one hotel from another is the satisfaction level of its customer, which is higher when service quality is above expectations. A satisfied customer is the one whose perception of the quality of service exceeds its expectation and if it fails to exceed it results into dissatisfaction.
This study is focused on analyzing the factors or the reasons that leads to a higher level of customer satisfaction in business hotels using Kano’s model. These factors are then categorized using Kano’s two-dimensional model into five categories. These categories are defined as attractive quality attributes, must-be quality attributes, indifferent quality attributes, one-dimensional quality attributes and not so important quality attributes. Kano’s model is used in identifying not only the factors that ensure a desired satisfaction among customers but also gives an insight into the factors that results into dissatisfaction. The model allows in calculation of customer satisfaction and dissatisfaction and this thereby determines the quality of service being offered.
Customers

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