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Introduction
Tourism growth across the world has been quite
phenomenal with India emerging as one of the key
players in tourism. It brings about economic
development of the country by promoting national
integration, international understanding,
employment generation, earning foreign exchange
etc. The tourism industry in the past few years have
registered tremendous growth in terms of revenue.
Though India lags in the basic infrastructures, being
the support structure of the industry, still it has
shown a remarkable growth. So, it is the
responsibility of the Government of India to take
initiatives for the improvement of infrastructures to
boost growth in tourism industry. India has
tremendous potentiality for development of tourism
in this competitive environment.
Hospitality and Tourism are now considered as
worldwide economic activities since expectations
with respect to leisure time usage has developed
over time, assigning wider meaning to free time. The
increase in customer requirements in terms of quality
of services have made hotel and hospitality
industries subject to severe competition.
This study will concentrate on assessing the
perception of service quality of tourists of selected
hotels in Kolkata city, India. The rich cultural heritage
of Kolkata makes it an attractive tourists’ destination.
Although various research had been done on service
quality still hospitality sector of Kolkata has received
little research attention with respect to service
quality issue.
Abstract
Organizations in search of excellence have accorded higher weightage to the satisfaction of their customers over and
above other functional strategies. In the hotel industry, measuring customers’ satisfaction is of immense importance. The
future sustainability of hotels in the face of erce competition relies much on providing quality services at reasonable price.
Thus, measuring and understanding how customers perceive the service quality cannot be undermined. This study
concentrates on assessing the perception of customers (the tourists) with respect to service quality of selected hotels in
Kolkata. The study is essentially empirical and focuses on the selected “two star” and “three star” hotels in Kolkata. Primary
data was collected from customers using a structured questionnaire and was analyzed using appropriate statistical
techniques. Perceptions of service quality-related factors were assessed across gender, nationality, age and income groups
which revealed some of the important service quality factors based on ve dimensions that is “tangibility”, “responsiveness”,
“assurance”, “reliability” and “empathy”. The outcomes of this study oer interesting ndings for service providers (hotel
managers) to retain customers and maintain protability.
Keywords: Customer Satisfaction, Hotel, Kolkata, Service Quality, Tourists Perception.
Moumita Sarkar (Samanta)*
Bikram Singh **
Customers’ Perception towards Service Quality: A Study on
Hotels in Kolkata, India
5
*Assistant Professor, Department of Commerce, Bangabasi Morning College
#102, Southern Avenue, “Sarobar”, 7th N. E. Kolkata - 700029, India.
E-mail: moumita.sarkar2007@gmail.com
**Assistant Professor, Department of Commerce, University of Calcutta
#63, Dharmatala Road, P. O. Belurmath, District Howrah - 711202, West Bengal, India.
E-mail: bsbikramsingh@gmail.com
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Overview of Hotel industry
Hotel industry constitute a major part of Tourism
industry in the world and has a major contribution in
the country’s economic growth. In India it has been
estimated that hotel and hospitality industry
contribute almost 9.4% of the total GDP. India has
already allowed 100 % FDI in Hotel Industry. It is
widely observed that India has become the locus of
hotel industries in the east. Many big hotel chains are
setting up hotels in India and this has led to a
phenomenal growth of the hotel industry. According
to Muthe (2010) many global players in the hotel
industry have plans to set up hotels in India.
In the last fty years major development took place
in domestic and international tourism which leads to
comparison of the hotel ratings across the world in
both public and private sectors. In May 2003 after
much deliberation, the Department of Tourism,
Government of India, renewed the guidelines for the
classication of hotels, initiated in 1955. This
development helped the hotels in India to meet
international standards in services and facilities.
Though the “ve-star” and “four-star” hotels in India
meet international standards but they do not get
global recognition whereas on the other side, the
“ve-star” and “four-star” hotels in the UK and the US
are globally recognized. In absence of international
hotel ratings system, comparison of same star
category of hotels across the world is dicult to
establish. In some country’s ratings are carried out by
independent ratings agencies, quasi-government
sources, the government and the hotel operators
themselves. Therefore, there exists a dierence
between the country’s standards.
According to Ministry of Tourism, Government of
India there are six categories of hotels based on the
star ratings assigned by them. They are namely; “1
-Star Hotel”, “2 -Star Hotel”, “3 -Star Hotel”, “4 -Star
Hotel”, “5 -Star Hotel”, “5 -Star Deluxe Hotel”.
“Five Star Deluxe” Category hotels include 40% of the
total rooms in all the above classied hotels. The
number of hotels for the nancial year 2017 rose to
1,819 with 90,618 rooms compared to 1,459 hotels
with 79,879 rooms in the nancial year 2016. There
was also a growth in the existing supply of branded
rooms in India by 7.5% in 2017-18 over previous year
totalling 1,28,163 rooms. It is expected to touch
1,50,702 by the year 2019. In India New Delhi have
the largest number of branded rooms (14,724 rooms)
in the year 2017-18 followed by Mumbai (including
Navi Mumbai) and Bengaluru. Kolkata also recorded
highest growth in supply about 20.7% adding 661
rooms to smaller base hotels in 2017-18. It is
estimated that between Financial Year 2018 and 2023
the market of Kolkata will add about 1,800 rooms.
Another interesting development is that Goa
witnessed an increase in average room rate every
year touching Rs 7,844 in the year 2017-18 then
Mumbai with average rate Rs 7,740 followed by Delhi
and Bangalore. The statistics by ministry of tourism
shows that in 2017- 18 Mumbai had the highest
occupancy rate with about 75.8%, followed by the
state of Goa with 72.1%. The city with the lowest
occupancy rate was Noida with about 54.4 percent
occupancy during the measured time period.
The occupancy rate of hotel rooms across the city of
Kolkata in 2017-18 amounted to 71.9%. This was an
increase from the previous year's 70.9%. The City of
Joy recorded an upward performance in average
room rate rising to Rs. 6,048 (“Kolkata scores high”,
2014).
The supply of hotels in India over the past ve years
grew at a rate of 17.8% but the growth for demand
was at 17.6% with a marginal demand-supply
mismatch. Instead of growth in supply of hotels in
India, this sector witnessed various hurdles such as
absence of proper and hygienic accommodation, bad
roads, sexual assault on foreign visitors, cultural and
language barriers, lack of trained persons and
frequent terrorist attacks.
According to the Indian Tourism Industry Analysis
Report, India’s position in the world hospitality and
tourism market is very signicant and its hospitality
has a global acceptance. Today the Indian tourism
and hospitality sector has touched a new zenith.
Other than the service quality the foreign tourists
prefer India as a destination as it is cheap and less
expensive for leisure tourism.
Indian hospitality industry is having a positive
growth in recent years. Various activities are included
under the hospitality industry and it generates
employment directly and indirectly. This industry
helps to earn foreign exchange in the country and
attracts a huge amount of FDI (Foreign Direct
Investment) and it is within the top 10 sectors in
India. The hotel and tourism sector attracted around
USD 11.39 billion of FDI during the period April
2000-June 2018 according to the Department of
Industrial Policy and Promotion (DIPP). At the state
and central level, it is one of the important
contributors to indirect tax revenue. It is predicted
that Indian Hospitality Sector will grow at 16.1 per
cent and Compound Annual Growth Rate (CAGR) is
expected to reach Rs 2,796.9 thousand crores in 2022.
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RVIM Journal of Management Research
In the nancial year 2018 (Jan-Nov) Foreign Tourist
Arrivals (FTAs) increased by sharp 18% to 7.5 million
which was 6.4 million in the year 2017 (Jan-Nov) and
is considered as the highest growth since 2008. This
development is backed by dierent initiatives by
Government of India like introduction of e-visa in
November 2014, promotion of medical and cruise
tourism and development of rail & road
infrastructure. The Government of India has allowed
Visa on arrival scheme for 150 countries in June,
2016. From April, 2017 onwards, citizens of 161
countries were allowed e-tourist visa facility, as
against 113 countries previously (Ministry of
Tourism). The tourists who are travelling to dierent
places both for business and leisure purposes within
India are the Domestic tourist arrivals (DTA) which
grew marginally by 2.4 % from 1,614 million in 2016
to 1,653 million in 2017. This growth in DTA are due to
increase in disposable income, spending mentality
amongst the youth, popularizing weekend culture,
campaigns by the government, low-cost airline
services, promoting new sites and increased growth
in trade and services.
In the nancial year 2018 (Jan-Nov) Foreign Exchange
Earnings (FEEs) (in rupee) increased by 10% whereas
the FEEs (in dollars) increased by only 5.4% from
$24,430 billion to $25,761 billion. This lower growth
in dollar during this period is due to 4.6%
depreciation of rupee against the dollar.
The potentiality to generate employment in
tourism industry in India is the highest than any
other sector. In India according to the latest payroll
data of the Employees State Insurance Corporation
(ESIC) Travel, tourism sector generated 25.9 million
jobs in 2017. In the next few years, India’s share in
world employment is estimated to be signicant.
India is emerging as a major player in the hotel and
hospitality industry. According to Muthe, 2010
India is likely to become the second largest
employer in the tourism sector by 2019.
Review of Literature
The SERVQUAL model was developed by
Parasuraman, Zeithaml and Berry (1985, 1988) for
measuring the quality of service rendered and
assessing the strengths and weaknesses of service
providers. Initially there were ten components which
were used to measure the service quality however, in
1988 they redened the service quality components
and mentioned the ve key dimensions namely;
“tangibles”, “reliability”, “responsiveness”, “assurance”
and “empathy”. MacKay and Crompton (1988, 1990)
opined that “SERVQUAL” model couldn’t be used to
measure service quality in recreation and leisure
industries. So, a new “REQUAL” model was proposed
to t the recreation and tourism service sectors. This
model was tested in 1990 in the Canadian municipal
parks and the same ve dimensions as Parasuraman
(1985) model were concluded. Gronroos (1984, 2000)
suggested that the dierence between expected and
perceived service is the perceived quality of service
in a relative appraisal. He suggested seven criteria of
perceived service quality, namely; “reliability and
trustworthiness”, “attitudes and behaviour”,
“professionalism and skills”, “accessibility and
exibility”, “service recovery”, “reputation and
credibility” and “atmosphere”.
Performance was suggested to be the measure that
best explained the customers’ perceptions of service
quality rather than expectations (Cronin and Taylor,
1992). The “SERVPERF” model was developed and was
tested in four industries. Their model contains only
half the number of items that need to be measured.
They noticed that the model t well in all four
industries and it explains more of the variation in
service quality than “SERVQUAL” model. “SERVPERF”
model was used by Luk and Layton (2004) in their
study to measure the service quality in the hotels.
Perception gap scores were outperformed by
performance scores with regard to measurement of
service quality. The SERVPERF model was used to
measure service quality performance of “three”, “four”
and “ve” star hotels in Cappadocia by surveying 234
customers by Yilmaz (2009). While the reliability and
validity of the scale instrument was veried, the
study revealed that the customers expected
improved services from the hotels in all the four
dimensions of “assurance-responsiveness”,
”empathy”, “tangibles”, and “reliability”. The lowest
perception scores on the dimensions of “empathy”
and “tangibles”, the most important dimensions in
assessing service quality. A multiple-item scale titled
“E-S-QUAL” based on theories was developed by
Parasuraman, Zeithaml and Malhotra (2005) to assess
the service quality of web sites in placing an order.
Using 549 questionnaire responses through an
online survey, a basic scale was built for routine
customers and a non-basic scale was built for
non-routine customers to measure service quality.
The reliability of the ve dimensions of SERVPERF was
established by Aldehayyat (2011) in a study of service
quality in “three”, “four” and “ve” star hotels in the
cities of Aqaba and Petra in Jordan. Customers had
the lowest perception on the attributes of “empathy”
and “tangibles” and were found to be expecting
better on all attributes of service quality.
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RVIM Journal of Management Research
Lam and Zhang (1999) conducted a study using
“SERVQUAL” model and found a gap between the
perceptions and expectations of service quality by
customers, who would be satised whenever their
needs and wants were fullled. They concluded that
the most important factors in measuring the
satisfaction of the customers are ‘‘reliability’’ and
‘‘responsiveness” and “assurance’’. These two
attributes had highest dierential scores, which
indicated that perception of the customer was way
below the expectation. By using the study to assess
the quality of existing management practices and
identifying improvements, they could increase
customer retention and market share and
protability. A study of customer’s perception of
service quality by Magableh (2002) in Amman
revealed a lower quality of services than could be
expected by the guests. Factors such as “age”, “marital
status”, “nationality” and “number of visits” were not
considered and the worker’s gender proved to be a
determinant in the customer’s perception of quality.
An attempt was made by Maala and Al Taai (2002) to
develop a measure for assessing the service quality in
hotels in Jordan. However, they too found a negative
result as there was no eect of demographic factors
except for “worker citizenship” in measuring the
quality of services. Hotel Guest Comment Cards
(GCCs) and schemes provided by the management
were used by Su (2004) to measure customer
satisfaction in hotels in Taiwan. The extent to which
comment card design of each hotel corresponded to
acknowledged best practice criteria was determined
through content analysis. It was concluded that not a
single hotel within the sample met the best practice
criteria for GCCs, recommending that the hotel
industry in Taiwan needed to re-assess its approach to
evaluation of customer satisfaction. Service quality
perceptions of both domestic and international
tourists were studied by Markovi´c and Raspor (2010)
in their study on 15 hotels in Croatia by using a
modied version of the SERVQUAL scale. The
attributes highlighted by the guests were
“accessibility”, “empathy and competence of sta”,
“reliability” and “tangibles”, which act as a guide for
hotel sta to improve their business. In a Bangladeshi
context, service quality has been found is a major
reason for customer satisfaction. Hossain (2012)
found a high level of dissatisfaction among customers
in his study on hotels in the Cox’ Bazar region.
In their study to assess the customer satisfaction in
“three star” hotels in Kuala Lumpur, Malaysia, Forozia,
Zadeh and Gilani (2013) found a direct and
signicant relationship between customer
satisfaction and perceived value. To achieve higher
customer satisfaction, there should be more focus on
service quality factors. Price was a key factor
inuencing perceived value, and thus pricing
strategies were of importance. Customer loyalty and
satisfaction can be maximized by improving service
quality and customer feedback. Data collection and
Customer Relationship Management (CRM) also play
a key role in the assessment of service quality. In the
study by Guzzo (2010), it was found that with the
absence of of standardized services and
non-implementation of structured CRM (Customer
Relationship Management) system, the hotel fails to
meet specic needs of the guests. Absence of proper
data collection also let to poor decisions being made
by the management. According to Al-Ababneh
(2017), service quality can be a major dierentiating
factor in the hospitality industry to attain
competitive advantage and gain the condence of
the customer.
Movafegh and Movafegh (2013) also found a positive
correlation between the ve dimensions of service
quality and customer loyalty in the hospitality and
tourism context, which had both theoretical and
practical value. The service quality delivered by a hotel
can thus be understood to be the life of the hotel.
Objectives of the Study
The main objective of this study is to assess the
perceptions of tourists with respect to service
quality of selected hotels in Kolkata. However, in
order to achieve the main objective of this study, it
is also necessary to get deep into certain specic
issues which form the very basis of the main
objective. Such issues can be better captured by
formulating a number of other objectives of this
study mentioned below.
1. To assess the most important service quality
factors responsible for satisfaction of the
respondent.
2. To analyze the extent of satisfaction of
respondents with the service quality related
factors.
In order to understand the above mentioned
objectives, the following hypotheses have been
formulated:
H1: To assess if there is signicant relationship between
educational qualication and the relevant service
quality related factors.
H2: To assess if there is signicant relationship between
hotel stay is worth its price and the relevant service
quality related factors.
H3: To assess if there is signicant relationship between
hotel is worth recommending to others and the
relevant service quality related factors.
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RVIM Journal of Management Research
H4: To assess the degree of divergence or convergence
vis- a- vis the order of preference of the service
quality related factors.
H5: To assess if there is signicant dierence in the
perception of service quality related factors across
gender.
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
H7: To assess if there is signicant dierence in the
perception of service quality related factors
between the income groups.
H8: To assess if there is signicant dierence in the
perception of service quality related factors
between the age groups.
Research Methodology
The study is essentially empirical in nature based
on a primary survey and the theoretical concepts
have been sourced from the secondary data
namely; books, journals, e-journals, periodicals,
government data, reports and websites. The
primary survey was conducted by administering a
structured questionnaire adapted from the
Parasuraman, Zeithaml and Berry (1988)
“SERVQUAL Model”. The respondents for the
primary survey have been selected through
purposive sampling. The target group for
administering the questionnaire comprises the
tourists (both domestic and foreign) visiting
Kolkata. Both domestic and foreign tourists were
considered for the survey. The questions are
ranked questions on a “5 point Likert type scale”
ranging from ‘strongly disagree’ to ‘strongly agree’.
In order to determine the perception of the
respondents with respect to service quality in the
target hotels 23 statements based on “Likert Scale”
has been performed. The 23 perception related
questions have been designed keeping in mind the
ve key service factors namely; “tangibles”,
“reliability”, “responsiveness”, “assurance” and
“empathy”. The ve key service factors have not
been revealed to the respondents in order to
capture responses free from bias.
In India though Ministry of Tourism, Government of
India gives rating of hotel but the task of site visit and
rating is assigned to the body The Hotel and
Restaurant Approval and Classication Committee
(HRACC). Recommendations made by HRACC, in
respect of classication/re-classication of Star
Category are examined by the Government of India
for nalization.
The study found that there are ve (5) categories of
hotels in Kolkata namely, “5 star”, “4 star”, “3 star”, “2
star” and “1 star”. The study was targeted towards the
budget hotels namely “3 Star” and the “2 Star” hotels
keeping in mind that these hotels were not only large
in number but had a major tourist arrival.
The hotels were selected according to the star
category rated by popular travel website Make My
Trip, being the Top travel websites in India
(PhocusWire, 2011). Make My Trip ranked 1st based on
37.03% visits to its website. Fourteen (14) three star
hotels and Twelve (12) two star hotels in Kolkata has
been chosen because of their major presence in
proper Kolkata and sizeable number of respondents
agreeing to participate in the study.
From the total list of 83 (Make My Trip, 2015b) three
star hotels in Kolkata, the following 14 hotels have
been chosen:
The Big Boss, Southern Plaza, Hotel Sudesh Tower,
Lytton Hotel, Hotel Niharika, The Lindsay, Mayur
Residency, The Samilton, Hotel Mulberry, Hotel
Executive Tower, Hotel Akashdeep, The Elgin Fairlawn,
The Residency Hotel and Hotel Casa Fortuna.
From the list of 31 (Make My Trip, 2015a) two star
hotels in Kolkata, the following 12 hotels have been
chosen:
Hotel Victerrace International, Hotel Esteem, Hotel
Swagath, Hotel Aston, Comfotel, Hotel Gardenia, Hotel
Akash Ganga, Hotel Victerrace Regency, Hotel Aafreen,
Hotel Capella, Hotel Emirates and Hotel Flavours Inn.
The rating of hotels (Star Category) is a dynamic
process (Make My Trip, 2015a; 2015b). The
respondents from these 26 hotels were selected
through purposive sampling. The questionnaires
were distributed personally to some of the tourists in
the selected hotels and this process of data collection
was also assisted by the front oce of the selected
hotels. The researcher nally received 260 lled in
questionnaires. However, 34 such questionnaires had
to be rejected as they were incomplete. Ins pite of
repeated eorts on the part of the researcher to
increase the number of respondents for the study it
proved futile as many tourists were not interested to
participate in the survey. Finally 226 questionnaires
were used for the study. The sample constitutes 10
respondents from each of the 26 hotels selected for
the study. The response rate was 86.92%. For the
purpose of the study, the eld survey took about 2
years (November 2015 - October 2017).
The data collected have been tabulated and
processed through the statistical software, IBM SPSS
version 16.0. The data collected have been analyzed
using Descriptive Statistics, Kendall’s Coecient of
Concordance (Kendall’s W), Cronbach’s Alpha
Coecients, Mann-Whitney U Test and Kruskal Wallis
Test.
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RVIM Journal of Management Research
Limitations of the Study
Certain limitations were faced during the study
which were as follows:
1. Geographical location of this study was limited to
olkata, with sample size 226 tourists from twenty
six hotels.
2. Sample suers from gender (male and female
composition) and tourist (Indian and foreign
composition) inequality.
3. Some of the hotels refused to allow their guests to
be questioned about service quality.
4. Some tourists were reluctant to share their views
openly about the important service quality
related factors due to personal or professional
constraints.
5. The analysis suers from several limitations which
arise owing to the use of the “Likert scale”.
6. This study was based on cross-sectional data and
has not been conducted over an extended period
of time.
7. Many questionnaires had to be rejected because
of missing information leading to loss of data.
Tests of Normality
Kolmogorov-Smirnov Shapiro-Wilk
Unique, Renowned Image
and popularity
Statistic Df Sig. Statistic Df Sig.
287 226
226
.000
.000
852
852
226
226
000
000
State of the Art
equipments 308
Facilities easy to avail 357 226 .000 737 226 000
Hotel Staff Friendly
towards guests 315 226 755 226 000
Hotel Staff is trustworthy 312 226
.000
813 226 000
Hotel Staff understands
the specifc needs of the
customers
338 226
.000
.000 756 226 000
Analysis and Findings
Test of Reliability
In statistics, Cronbach’s alpha is a co-ecient of
internal consistency. Therefore, for the purpose of
assessing the reliability of the data collected for
empirical testing, at the beginning, Cronbach alpha
has been worked out for the data relating to each of
the three aspects mentioned above with the help of
IBM SPSS version 16.0.
10
Table 2: Tests of Normality
Internal consistency of data relating to perception of
respondents vis-à-vis service quality factors (23
items) was very high with Cronbach’s alpha being
0.964 (see Table 1).
Source: Authors’ Analysis
Table 1: Reliability Statistics
Cronbach's Alpha
.964 23
No. of Items
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RVIM Journal of Management Research
Source: Authors’ Analysis
Hotel Staff responds to
the needs of the clients
immediately
337 226 .000 783 226 000
Competent employees 308 226 .000 820 226 000
Hotel Employees are
neat and tidy 326 226 .000 736 226 000
Additional facilities
in hotel 235 226 .000 883 226 000
Hotel is clean and tidy 277 226 .000 714 226 000
Services are easily
accessible 324 226 .000 .794 226 000
Information about the
hotel services is clear,
accurate and reliable
331 226 .000 .813 226 000
Hotel insists on error
free records 301
343
226
226
226
.000
.000
.000
851
795
796
226
226
226
000
000
000
Hotel insists on error
free records
Prices are reasonable
and fair
337
Good and hygienic food 337 226 000 778 226 000
Hotel has convenient
check-in and check-out
timings
296 226 000 726 226 000
Hotel has car parking
facilities
193 226 000 894 226 000
Hotel has internet/
wi� facilities 350 226 000 711 226 000
Hotel provides adequate
room service 342 226 000 770 226 000
Hotel has proper
restaurant facilities 287 226 000 849 226 000
Hotel is worth
recommending to others .375 226 000 .699 226 000
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Here H0 is that variables follow a normal distribution. If
P < 0.05, we reject H0 to claim that the variables does
not follow normal distribution. We checked normality of
service quality related factors as shown in table: 8 using
both “Kolmogorov- Smirnov Test” and “Shapiro- Wilk
Test”. Using the test, we found that none of the factor
Descriptive Statistics
follows normal distribution and hence the non-
parametric tests like “Mann- Whitney” and “Kruskal-
Wallis” Tests have been used to compare the dierence
in ranking on these factors across dierent
demographic parameters, namely gender, Indian and
Foreign Tourist, age and income level.
Table 3: Demographic Pro�le
2 Stars 3 Stars
Respondents
Frequency Percent Frequency Percent
97 42.92
85.6
129
97
57.08
75.19
Tourists:
Indian
Foreign
83
Gender:
Male
Female
57
Hotel Category
14.4 32 24.8114
40
58.76
41.24
81
48
62.79
37.21
Age(years):
15-20
21-30
31-40
41-50
51-60
60 and above
38
28
15
8
8
39.2
28.9
15.5
8.2
8.2
4
28
44
32
13
8
3.1
21.7
34.1
24.8
10.1
6.2
Marital Status:
Married
Single
54
43
55.67
44.33
86
43
66.67
33.33
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Table 3 gives a snap shot of the demographic prole
of the study which shows that majority of the
respondents are male and from three star hotels. In
two star hotels the respondents belong to the age
group 21-30 years, in three star hotels belong to the
age group 31-40 years. Most of them are post
Educational Quali�cation:
Secondary
Undergraduate
Post Graduate
Others
6
35
47
9
6.19
36.08
48.45
9.28
5
55
68
1
3.88
42.64
52.71
0.77
Employment Status:
Employed
Self-employed
Unemployed
Retired
Student
40
27
8
12
10
41.2
27.8
8.2
12.4
10.3
71
41
4
8
5
55.0
31.8
3.1
6.2
3.9
Income Level:
upto 500000
500001 to 1000000
1000001 to 1500000
1500001 and above
51
25
15
6
52.58
25.77
15.46
6.19
32
45
32
20
24.81
34.88
24.81
15.50
graduate and travel for 1-3 days for unocial
purpose. The majority of the respondents of two star
hotels belong to the income level upto Rs. 500000, in
three star hotels belong to the income group of Rs.
500001 to 1000000.
Purpose of the trip:
Of�cial
Unof�cial
32
65
33.0
67.0
51
78
39.5
60.5
Duration of stay:
1-3 days
4-7days
8-15 days
60
32
5
61.86
32.99
5.15
74
45
10
57.36
34.89
7.75
13
Source: Authors’ Analysis
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Crosstab Analysis
Ho: There is signicant relationship between educational qualication and the relevant service quality related factors.
Ha: There is no signicant relationship between educational qualication and the relevant service quality related
factors.
Variables
Unique, Renowned Image
and popularity
Table 4: Association of the selected variables with
Educational Quali�cation
Pearson
Chi-Square
Value
Df Asymp. Sig.
(2-sided)
H (Null
o
Hypothesis)
Accepted/
Rejected
at 5% level
of signi�cance
14.236
27.570
12
12
0.286
0.006
Accepted
Rejected
State of the Art equipments
35.520 12 0.000 RejectedFacilities easy to avail
28.196 12 0.005 Rejected
Hotel Staff Friendly
towards guests
26.296 12
12
12
0.01 Rejected
Rejected
Rejected
Rejected
Rejected
Rejected
Hotel Staff is trustworthy
Hotel Staff understands the
speci�c needs of the
customers 28.145
23.771
0.005
0.022
Hotel Staff responds to the
needs of the clients
immediately
Competent employees 33.879 12
12
0.001
Hotel Employees are neat
and tidy 25.657 0.012
Additional facilities in hotel 33.400 0.001
Hotel is clean and tidy 30.779
12
12 0.002 Rejected
Services are easily accessible 36.372 0.000
12 Rejected
14
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H1: To assess if there is signicant relationship between
educational qualication and all the relevant service
quality related factors.
It is observed (see Table 4) that there is signicant
relationship between educational qualication and
state of the art equipments, facilities easy to avail,
sta friendly towards guests, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately, competent employees,
employees are neat and tidy, additional facilities in
hotel, hotel is clean and tidy, services are easily
accessible, information about the hotel is clear,
accurate and reliable, prices are reasonable and fair,
good and hygienic food, hotel has convenient
check-in and check-out timings, hotel has internet/
wi facilities, hotel provides adequate room service,
hotel has proper restaurant facilities and hotel is
worth recommending to others.
Information about the hotel
services is clear, accurate
and reliable
24.957 12 0.015 Rejected
Hotel insists on error
free records 19.345 12 0.081 Accepted
Hotel stay is worth its price 19.091 12 0.086 Accepted
Prices are reasonable and fair 63.832
40.774
12
12
Rejected
Rejected
0.081
0.000
Good and hygienic food
Hotel has convenient check-
in and check-out timings 35.622 12
12
12
Rejected
Accepted
Rejected
0.000
0.153
0.001
Hotel has car parking
facilities
16.919
Hotel has internet/
wi� facilities 33.701
Hotel provides adequate
room service 57.460
56.355
12
12
12
0.000
0.000
0.013
Rejected
Rejected
Rejected
Hotel has proper restaurant
facilities
Hotel is worth
recommending to others 25.423
15
Source: Authors’ Analysis
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H1: To assess if there is signicant relationship between
educational qualication and all the relevant service
quality related factors.
It is observed (see Table 4) that there is signicant
relationship between educational qualication and
state of the art equipments, facilities easy to avail,
sta friendly towards guests, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately, competent employees,
employees are neat and tidy, additional facilities in
hotel, hotel is clean and tidy, services are easily
accessible, information about the hotel is clear,
accurate and reliable, prices are reasonable and fair,
good and hygienic food, hotel has convenient
check-in and check-out timings, hotel has internet/
wi facilities, hotel provides adequate room service,
hotel has proper restaurant facilities and hotel is
worth recommending to others.
Ho: There is signicant relationship between hotel stay worth its price and the relevant service
quality related factors.
Ha: There is no signicant relationship between hotel stay worth its price and the relevant service
quality related factors.
Variables
Unique, Renowned Image
and popularity
Pearson
Chi-Square
Value
Df Asymp. Sig.
(2-sided)
H (Null
o
Hypothesis)
Accepted/
Rejected
at 5% level
of signi�cance
139.8
99.722
16
16
0.000
.000
Rejected
Rejected
State of the Art equipments
145.2 16 0.000 RejectedFacilities easy to avail
190.8 16 0.000 Rejected
Hotel Staff Friendly
towards guests
175.6 16
16
16
0.000 Rejected
Rejected
Rejected
Rejected
Rejected
Rejected
Hotel Staff is trustworthy
Hotel Staff understands the
speci�c needs of the
customers 204.2
286.5
0.000
0.000
Hotel Staff responds to the
needs of the clients
immediately
Competent employees 195.5 16
16
0.000
Hotel Employees are neat
and tidy 162.3 0.000
Additional facilities in hotel 78.276 0.000
Hotel is clean and tidy 225.7
16
16 0.000 Rejected
Services are easily accessible 203.8 0.000
16 Rejected
16
Table 5: Association of the selected variables with
Hotel stay (is worth its price?)
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Source: Authors’ Analysis
H2: To assess if there is signicant relationship between
Hotel stay is worth its price and all the relevant service
quality related factors.
It is observed (see Table 5) that there is signicant
relationship between hotel stay is worth its price and
unique, renowned image and popularity, state of the
art equipments, facilities easy to avail, sta friendly
towards guests, hotel sta is trustworthy, sta
understands the specic needs of the customers,
sta responds to the needs of the clients
immediately, competent employees, employees are
neat and tidy, additional facilities in hotel, hotel is
clean and tidy, services are easily accessible,
information about the hotel is clear, accurate and
reliable, hotel insists on error free records, prices are
reasonable and fair, good and hygienic food, hotel
has convenient check-in and check-out timings, hotel
has car parking facilities, hotel has internet/ wi
facilities, hotel provides adequate room service, hotel
has proper restaurant facilities and hotel is worth
recommending to others.
Information about the hotel
services is clear, accurate
and reliable
216.3 16 0.000 Rejected
Hotel insists on error
free records 277.7 16 0.000 Accepted
Prices are reasonable and fair 442.5 16 0.000 Accepted
Good and hygienic food 175.7 16 Rejected
0.000
229.5
104.6
179.0
16
16
16
Rejected
Rejected
Rejected
0.000
0.000
0.000
Hotel has convenient
check-in and check-out
timings
Hotel has proper
restaurant facilities
117.8 16
16
Rejected
Accepted
Accepted
0.000
0.000
0.000
Hotel has car parking
facilities
16.919
Hotel has car parking
facilities
Hotel has internet/
wi� facilities
276.8 16 Rejected
0.000
Hotel provides adequate
room service
Hotel is worth
recommending to others 184.8 16
17
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Ho: There is signicant relationship between hotel is worth recommending to others and the relevant service quality
related factors.
Ha: There is no signicant relationship between hotel is worth recommending to others and the relevant service quality
related factors.
18
Variables
Unique, Renowned Image
and popularity
Pearson
Chi-Square
Value
Df Asymp. Sig.
(2-sided)
H (Null
o
Hypothesis)
Accepted/
Rejected
at 5% level
of signi�cance
95.745
82.424
16
16
0.000
.000
Rejected
Rejected
State of the Art equipments
107.7 16 0.000 RejectedFacilities easy to avail
98.658 16 0.000 Rejected
Hotel Staff Friendly
towards guests
96.394 16
16
16
0.000 Rejected
Rejected
Rejected
Rejected
Rejected
Rejected
Hotel Staff is trustworthy
Hotel Staff understands the
speci�c needs of the
customers 107.4
120.4
0.000
0.000
Hotel Staff responds to the
needs of the clients
immediately
Competent employees 104.5 16
16
0.000
Hotel Employees are neat
and tidy 124.6 0.000
Additional facilities in hotel 70.074 0.000
Hotel is clean and tidy 158.7
16
16 0.000 Rejected
Services are easily accessible 112.2 0.000
16 Rejected
Table 6: Association of the selected variables with
Hotel is worth recommending to others
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Source: Authors’ Analysis
H3: To assess if there is signicant relationship between
Hotel is worth recommending to others and all the
relevant service quality related factors.
It is observed (see Table 6) that there is signicant
relationship between hotel is worth recommending
to others and unique, renowned image and
popularity, state of the art equipments, facilities easy
to avail, sta friendly towards guests, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately, competent employees,
employees are neat and tidy, additional facilities in
hotel, hotel is clean and tidy, services are easily
accessible, information about the hotel is clear,
accurate and reliable, hotel insists on error free
records, hotel stay is worth its price , prices are
reasonable and fair, good and hygienic food, hotel
has convenient check-in and check-out timings, hotel
has car parking facilities, hotel has internet/ wi
facilities, hotel provides adequate room service and
hotel has proper restaurant facilities.
Kendall's W Test
Kendall’s Coecient of Concordance:
Interpretation of “Kendall’s W” calculated by using
the responses, assessing the degree of agreement or
not among the respondents, has been done. The test
statistic W is 1, when all the respondents are
unanimous, and each respondent has assigned the
same order to the list of concerns. The test statistics
W is 0, when there is no overall trend of agreement
among the respondents and their responses may be
regarded as essentially random. Intermediate values
of W indicate a greater or lesser degree of unanimity
among the responses.
19
Information about the hotel
services is clear, accurate
and reliable
88.192 16 0.000 Rejected
Hotel insists on error
free records 93.120
184.8
16
16
0.000
0.000
Accepted
Accepted
Prices are reasonable and fair 144.9 16 0.000 Accepted
Good and hygienic food 161.7 16 Rejected
0.000
147.3
56.823
152.1
16
16
16
Rejected
Rejected
Rejected
0.000
0.000
0.000
Hotel has convenient
check-in and check-out
timings
Hotel has proper
restaurant facilities
142.1 16 Rejected
0.000
Hotel has car parking
facilities
Hotel has internet/
wi� facilities
192.4 16 Rejected
0.000
Hotel provides adequate
room service
Hotel stay is worth
its price
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Source: Authors’ Analysis
H4: To assess the degree of divergence or convergence
vis- a- vis the order of preference of the service
quality related factors.
Table 7(a) depicts the ranking of service quality
factors (‘1’ being the highest and ‘8’ being the lowest
service quality factors for “2 Star Hotels”) according
to their order of preferences by the selected 97
respondents.
Table: 8(a) depicts the ranking of service quality
factors (‘1’ being the highest and ‘8’ being the lowest
service quality factors for “3 Star Hotels”) according
to their order of preferences by the selected 129
respondents.
Source: Authors’ Analysis
Since Kendall W Test = 0.923, which is closer to 1,
there is higher degree of unanimity among the
respondents in terms of service quality related
factors in 3 Star Hotels (see Table 8(b)).
Test Statistics
N
Kendall's W
129
0.923
Table 8(b): Kendall's W Test
20
Sl.
No. Mean
1. 1.434
2. 2.054
3. 2.512
4. 4.364
5. 4.977
6. 5.729
7. 7.248
8. 7.682
Service Quality Related Factors
(Highest to Lowest)
Location of the Hotel
Food Quality
Price
Availability of Modern Amenities
Cleanliness and Tidiness of the Hotel
Finding and Booking of the Hotel
Availability of Pick up and Drop off Service
Prompt Service by the Employees
Table 8(a): Ranking the Service Quality Factors
(From best to the worst for 3 Star Hotels)
Source: Authors’ Analysis
Since Kendall W Test = 0.922, which is closer to 1,
there is higher degree of unanimity among the
respondents in terms of service quality related
factors in 2 Star Hotels (see Table 7(b)).
Test Statistics
N
Kendall's W
97
0.922
Table 7(b): Kendall's W Test
Source: Authors’ Analysis
S l .
No.
Service Quality Factors
(Highest to Lowest) Mean
1. Price 1.268
2. Location of the Hotel 2
3. Food Quality 2.7322
4. Prompt service by the Employees 4.289
5. Cleanliness and Tidiness of the Hotel 5
6. Finding and Booking of the Hotel 5.825
7. Availability of Modern Amenities 7.155
8. Availability of Pick up and Drop off Service 7.732
Table 7(a): Ranking the Service Quality Factors
(From best to the worst for 2 Star Hotels)
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Mann-Whitney U and Kruskal Wallis Test’
Mann-
Whitney U
Asymp. Sig.
(2-sided)
Variables
Unique, Renowned Image
and popularity
H (Null
o
Hypothesis)
Accepted/
Rejected
at 5% level
of signi�cance
1090
1136.5
0.701
0.978
Accepted
Accepted
State of the Art equipments
946 0.127 AcceptedFacilities easy to avail
1096.5 0.730 Accepted
Hotel Staff Friendly
towards guests
1034 0.410 Accepted
Accepted
Accepted
Accepted
Accepted
Accepted
Hotel Staff is trustworthy
Hotel Staff understands the
speci�c needs of the
customers 1048
1032.5
0.468
0.404
Hotel Staff responds to the
needs of the clients
immediately
Competent employees 927.5 0.100
Hotel Employees are neat
and tidy 1125.5 0.908
Additional facilities in hotel 1069 0.576
Hotel is clean and tidy 1115.5 0.847 Accepted
Services are easily accessible 1038 0.433 Accepted
Information about the hotel
services is clear, accurate
and reliable
1017.5 0.347 Accepted
21
Table 9(a): Results of Mann-Whitney U Test based on Gender
Source: Authors’ Analysis
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Source: Authors’ Analysis
Note:
1. Hotel Category: Two Star.
2. Grouping Variable: Gender.
Hotel insists on error
free records 1047.5
1123.5
0.474
0.899
Accepted
Accepted
Prices are reasonable and fair 1095.5 0.728 Accepted
Good and hygienic food 1112.5 Accepted
0.821
1010
1084
836
Accepted
Accepted
Rejected
0.300
0.671
0.014
Hotel has convenient
check-in and check-out
timings
Hotel is worth
recommending to others 1041 Accepted
0.423
Hotel has car parking
facilities
Hotel has internet/
wifi facilities
929.5 Accepted
0.102
Hotel provides adequate
room service
Hotel stay is worth
its price
Hotel has proper restaurant
facilities 995 Accepted
0.271
22
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
23
Mann-
Whitney U
Asymp. Sig.
(2-tailed)
P-Value
Variables
Unique, Renowned Image
and popularity
Table 9(b): Results of Mann-Whitney U Test based on Gender
H (Null
o
Hypothesis)
Accepted/
Rejected
at 5% level
of signi�cance
1787.5
1905.5
0.406
0.837
Accepted
Accepted
State of the Art equipments
1847.5 0.595 AcceptedFacilities easy to avail
1664 0.133 Accepted
Hotel Staff Friendly
towards guests
1749.5 0.282 Accepted
Accepted
Accepted
Accepted
Accepted
Accepted
Hotel Staff is trustworthy
Hotel Staff understands the
speci�c needs of the
customers 1763
1903
0.306
0.819
Hotel Staff responds to the
needs of the clients
immediately
Competent employees 1823.5 0.505
Hotel Employees are neat
and tidy 1698.5 0.190
Additional facilities in hotel 1916 0.887
Hotel is clean and tidy 1496 0.013 Accepted
Services are easily accessible 1866.5 0.675 Accepted
Information about the hotel
services is clear, accurate
and reliable
1801.5 0.432 Accepted
Hotel insists on error
free records 1672 0.153 Accepted
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Source: Authors’ Analysis
H5: To assess if there is signicant dierence in the
perception of service quality related factors across
gender.
From Table 9(a), it is observed that p value is less than
0.05 (p < 0.05) for the factor like internet/wi facilities
among the gender in two star hotels indicating that
there is signicant dierence among gender for
these service quality related factors and for all other
service quality related factors there is no signicant
dierence among gender in two star hotels. The
visitors are not keen to return to the two star hotels
because of unavailability of some facilities in
comparison to three star hotels.
In two star hotels, for the male respondents,
internet/wi facilities are the signicant service
quality related factors. Mann -Whitney Test relies on
scores being ranked from lowest to highest. For the
above factors, the male respondent has the highest
mean rank so it denotes that it has a greater number
of high scores within it. For these factors female
respondent has the has the lowest mean rank with
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
greater number of lower scores in it (see Table 9(a)).
From Table 9(b), it is observed that p value is less than
0.05 (p < 0.05) for the factors like Hotel is clean and
tidy and Hotel has convenient check-in and
check-out timings among the gender in three star
hotels indicating that there is signicant dierence
among gender for these service quality related
factors and for all other service quality related factors
there is no signicant dierence among gender in
three star hotels. The reason may be that when the
respondent is visiting with their family members for
leisure their expectation from the hotel is high than
when they are visiting for ocial purpose with their
colleagues.
In three star hotels, for the female respondents, hotel
is clean and tidy and hotel has convenient check-in
and check-out timings are the signicant service
quality related factors. For male respondents there
are no relevant signicant service quality related
factors (see Table 9(b)).
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
24
Note:
1. Hotel Category: Three Star.
2. Grouping Variable: Gender.
1636.5 0.093 Accepted
Prices are reasonable and fair 1613 0.078 Accepted
Good and hygienic food 1883 Accepted
0.744
1568.5
1771
1906
Rejected
Accepted
Accepted
0.040
0.384
0.835
Hotel has convenient
check-in and check-out
timings
Hotel is worth
recommending to others 1688 Accepted
0.144
Hotel has car parking
facilities
Hotel has internet/
wi� facilities
1882 Accepted
0.734
Hotel provides adequate
room service
Hotel stay is worth
its price
Hotel has proper restaurant
facilities 1778.5 Accepted
0.373
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
25
Mann-
Whitney U
Asymp. Sig.
(2-tailed)
P-Value
Variables
Unique, Renowned Image
and popularity
Table 10(a): Results of Mann-Whitney U Test based on Indian and
Foreign Tourist
H (Null
o
Hypothesis)
Accepted/
Rejected
at 5% level
of signi�cance
397
314
0.048
0.003
Rejected
Rejected
State of the Art equipments
457.5 0.173 Accepted
Facilities easy to avail
468.5 0.211 Accepted
Hotel Staff Friendly
towards guests
569 0.896 Accepted
Accepted
Rejected
Accepted
Accepted
Rejected
Hotel Staff is trustworthy
Hotel Staff understands the
speci�c needs of the
customers 477
391.5
0.251
0.039
Hotel Staff responds to the
needs of the clients
immediately
Competent employees 439.5 0.125
Hotel Employees are neat
and tidy 494.5 0.334
Additional facilities in hotel 327.5 0.005
Hotel is clean and tidy 508 0.421 Accepted
Services are easily accessible 393 0.042 Rejected
Information about the hotel
services is clear, accurate
and reliable
435 0.117 Accepted
Hotel insists on error
free records 414 0.070 Accepted
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Source: Authors’ Analysis
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
26
Note:
1. Hotel Category: Two Star.
2. Grouping Variable: Indian and Foreign tourist.
440 0.128 Accepted
Prices are reasonable and fair 418 0.074 Accepted
Good and hygienic food 445.5 Accepted
0.120
555
513
545.5
Accepted
Accepted
Accepted
0.771
0.470
0.687
Hotel has convenient
check-in and check-out
timings
Hotel is worth
recommending to others 450.5 Accepted
0.139
Hotel has car parking
facilities
Hotel has internet/
wi� facilities
430 Accepted
0.100
Hotel provides adequate
room service
Hotel stay is worth
its price
Hotel has proper restaurant
facilities 458 Accepted
0.191
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
Mann-
Whitney U
Asymp. Sig.
(2-tailed)
P-Value
Variables
Unique, Renowned Image
and popularity
H (Null
o
Hypothesis)
Accepted/
Rejected
at 5% level
of signi�cance
1465
1309
0.605
0.147
Accepted
Accepted
State of the Art equipments
1308 0.133 Accepted
Facilities easy to avail
1368 0.270 Accepted
Hotel Staff Friendly
towards guests
1198 0.028 Rejected
Rejected
Rejected
Rejected
Accepted
Accepted
Hotel Staff is trustworthy
Hotel Staff understands the
speci�c needs of the
customers 1199
1195
0.025
0.025
Hotel Staff responds to the
needs of the clients
immediately
Competent employees 1146.5 0.012
Hotel Employees are neat
and tidy 1318 0.162
Additional facilities in hotel 1269.5 0.109
Hotel is clean and tidy 1263.5 0.076 Accepted
Services are easily accessible 1474.5 0.639 Accepted
Information about the hotel
services is clear, accurate
and reliable
1408 0.375 Accepted
Hotel insists on error
free records 1549 0.985 Accepted
27
Table 10(b): Results of Mann-Whitney U Test based on
Indian and Foreign Tourist
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
a. Hotel Category = Three Star
b. Grouping Variable: Indian and Foreign tourist
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
1426 0.441 Accepted
Prices are reasonable and fair 1369.5 0.277 Accepted
Good and hygienic food 1357.5 Accepted
0.244
1436.5
1499.5
1288
Accepted
Accepted
Accepted
0.480
0.767
0.106
Hotel has convenient
check-in and check-out
timings
Hotel is worth
recommending to others 1439 Accepted
0.471
Hotel has car parking
facilities
Hotel has internet/
wi� facilities
1254 Accepted
0.067
Hotel provides adequate
room service
Hotel stay is worth
its price
Hotel has proper restaurant
facilities 1548.5 Accepted
0.983
Source: Authors’ Analysis
28
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
29
Variables
Unique, Renowned Image
and popularity
Pearson
Chi-Square
Value
Df P-Value
H (Null
o
Hypothesis)
Accepted/
Rejected
at 5% level
of signi�cance
1.137
1.843
3
3
0.768
0.605
Accepted
Accepted
State of the Art equipments
0.726 30.866 RejectedFacilities easy to avail
0.050 30.997 Rejected
Hotel Staff Friendly
towards guests
4.611 3
3
3
0.202 Rejected
Rejected
Rejected
Rejected
Rejected
Rejected
Hotel Staff is trustworthy
Hotel Staff understands the
speci�c needs of the
customers 2.051
0.705
0.561
0.872
Hotel Staff responds to the
needs of the clients
immediately
Competent employees 3.580 3
3
0.310
Hotel Employees are neat
and tidy 1.887 0.596
Additional facilities in hotel 2.700 0.440
Hotel is clean and tidy 1.828
3
30.608 Rejected
Table 11(a): Results of Kruskal Wallis Test based on Income Level
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
Source: Authors’ Analysis
30
Note:
1. Hotel Category: Two Star.
2. Grouping Variable: Income Level.
Services are easily accessible 0.824 0.843
3Rejected
Information about the hotel
services is clear, accurate
and reliable
2.132 30.545 Rejected
Hotel insists on error
free records 0.587
0.826
3
3
0.899
0.843
Accepted
Accepted
Prices are reasonable and fair 0.282 30.963 Accepted
Good and hygienic food 1.653 3Accepted
0.647
7.030
3.508
8.906
3
3
3
Accepted
Accepted
Rejected
0.070
0.319
0.030
Hotel has convenient
check-in and check-out
timings
Hotel has proper
restaurant facilities
3.521 3Accepted
0.318
Hotel has car parking
facilities
Hotel has internet/
wi� facilities
0.266 3Accepted
0.966
Hotel provides adequate
room service
Hotel stay is worth
its price
Hotel is worth
recommending to others 0.564 30.905 Accepted
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
Variables
Unique, Renowned Image
and popularity
Chi-Square Df P-Value
H (Null
o
Hypothesis)
Accepted/
Rejected
at 5% level
of signi�cance
11.998
7.560
3
3
0.007
0.056
Rejected
Accepted
State of the Art equipments
10.175 30.017 RejectedFacilities easy to avail
5.213 30.156 Accepted
Hotel Staff Friendly
towards guests
6.964 3
3
3
0.073 Accepted
Accepted
Rejected
Rejected
Accepted
Accepted
Hotel Staff is trustworthy
Hotel Staff understands the
specific needs of the
customers 2.312
13.777
0.510
0.003
Hotel Staff responds to the
needs of the clients
immediately
Competent employees 12.640 3
3
0.005
Hotel Employees are neat
and tidy 0.979 0.806
Additional facilities in hotel 4.563 0.206
Hotel is clean and tidy 2.169
3
30.538 Accepted
Services are easily accessible 4.047 0.256
3Accepted
Information about the hotel
services is clear, accurate
and reliable
13.119 30.004 Rejected
Hotel insists on error
free records 16.756
11.305
3
3
0.000
0.010
Rejected
Rejected
Hotel stay is worth
its price
31
Table 11(b): Results of Kruskal Wallis Test based on Income Level
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
H7: To assess if there is signicant dierence in the
perception of service quality related factors between
the income groups.
From Table 11(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel has
internet/ wi facilities with respect to income level in
two star hotels indicating that there is a signicant
dierence with respect to income level for these
service quality related factors and0v for all other
service quality related factors there is no signicant
dierence with respect to income level in two star
hotels. The tourists choose two star hotels for their
lower budget but the comfort are not upto the mark
though they are accepting that hotel worth its price.
In two star hotels, for the income group Rs. 1500001
and above, hotel has internet/ wi facilities is the
important service quality related factors. For other
income groups there are no relevant signicant
service quality related factors. For the income group
Rs. 1500001 and above: They are the higher income
group of the study so their expectation is also high
with respect to service quality related factors. When
their frequency of travel is high, they choose two star
hotels for their lower budget but the comfort that
they are expecting are not fullled by these two star
hotels (see Table 11(a)).
From Table 11(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique
renowned image and popularity, facilities easy to
avail, sta responds to the needs of the clients
immediately, competent employees, information
about the hotel is clear, accurate and reliable, hotel
insists on error free records, hotel stay is worth its
price and hotel is worth recommending to others
with respect to income level in three star hotels
indicating that there is a signicant dierence with
respect to income level for these service quality
related factors and for all other service quality related
factors there is no signicant dierence with respect
to income level in three star hotels. In three star
hotels the tourists are spending more than the two
star hotels so their expectation is also high regarding
the facilities available. So, the hotel stay does not
worth its price as per their feedback.
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
Prices are reasonable and fair 6.466 30.091 Accepted
Good and hygienic food 2.881 3Accepted
0.410
2.033
4.154
2.529
3
3
3
Accepted
Accepted
Accepted
0.565
0.245
0.470
Hotel has convenient
check-in and check-out
timings
Hotel has proper
restaurant facilities
4.894 3Accepted
0.179
Hotel has car parking
facilities
Hotel has internet/
wifi facilities
1.754 3Accepted
0.625
Hotel provides adequate
room service
Hotel is worth
recommending to others 8.693 30.034 Rejected
Source: Authors’ Analysis
In three star hotels, for the income group upto Rs.
500000, unique renowned image and popularity,
facilities easy to avail, sta responds to the needs of
the clients immediately, competent employees,
information about the hotel is clear, accurate and
reliable, hotel insists on error free records, hotel stay
is worth its price and hotel is worth recommending
to others are the signicant service quality related
factors. For other income groups there are no
relevant signicant service quality related factors.
For the income group upto Rs. 500000: They are the
lower income group of the study. So, when they are
choosing three star hotels, they are spending more
than the two star hotels. Their expectation is also
high regarding the facilities available in these hotels.
For the income group Rs. 1000001 to Rs. 1500000:
when the respondent of this category is staying for a
longer period the comfort that they are expecting are
not being fullled (see Table 11(b)).
32
Note:
1. Hotel Category: Three Star.
2. Grouping Variable: Income Level.
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
H7: To assess if there is signicant dierence in the
perception of service quality related factors between
the income groups.
From Table 11(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel has
internet/ wi facilities with respect to income level in
two star hotels indicating that there is a signicant
dierence with respect to income level for these
service quality related factors and0v for all other
service quality related factors there is no signicant
dierence with respect to income level in two star
hotels. The tourists choose two star hotels for their
lower budget but the comfort are not upto the mark
though they are accepting that hotel worth its price.
In two star hotels, for the income group Rs. 1500001
and above, hotel has internet/ wi facilities is the
important service quality related factors. For other
income groups there are no relevant signicant
service quality related factors. For the income group
Rs. 1500001 and above: They are the higher income
group of the study so their expectation is also high
with respect to service quality related factors. When
their frequency of travel is high, they choose two star
hotels for their lower budget but the comfort that
they are expecting are not fullled by these two star
hotels (see Table 11(a)).
From Table 11(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique
renowned image and popularity, facilities easy to
avail, sta responds to the needs of the clients
immediately, competent employees, information
about the hotel is clear, accurate and reliable, hotel
insists on error free records, hotel stay is worth its
price and hotel is worth recommending to others
with respect to income level in three star hotels
indicating that there is a signicant dierence with
respect to income level for these service quality
related factors and for all other service quality related
factors there is no signicant dierence with respect
to income level in three star hotels. In three star
hotels the tourists are spending more than the two
star hotels so their expectation is also high regarding
the facilities available. So, the hotel stay does not
worth its price as per their feedback.
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
In three star hotels, for the income group upto Rs.
500000, unique renowned image and popularity,
facilities easy to avail, sta responds to the needs of
the clients immediately, competent employees,
information about the hotel is clear, accurate and
reliable, hotel insists on error free records, hotel stay
is worth its price and hotel is worth recommending
to others are the signicant service quality related
factors. For other income groups there are no
relevant signicant service quality related factors.
For the income group upto Rs. 500000: They are the
lower income group of the study. So, when they are
choosing three star hotels, they are spending more
than the two star hotels. Their expectation is also
high regarding the facilities available in these hotels.
For the income group Rs. 1000001 to Rs. 1500000:
when the respondent of this category is staying for a
longer period the comfort that they are expecting are
not being fullled (see Table 11(b)).
33
Variables
Unique, Renowned Image
and popularity
Chi-Square Df P-Value
H (Null
o
Hypothesis)
Accepted/
Rejected
at 5% level
of signi�cance
7.080
4.703
4
4
0.131
0.319
Accepted
Accepted
State of the Art equipments
5.961 40.202 AcceptedFacilities easy to avail
1.627 40.803 Accepted
Hotel Staff Friendly
towards guests
2.445 4
4
4
0.654 Accepted
Accepted
Accepted
Accepted
Accepted
Accepted
Hotel Staff is trustworthy
Hotel Staff understands the
speci�c needs of the
customers 5.550
3.877
0.235
0.422
Hotel Staff responds to the
needs of the clients
immediately
Competent employees 4.740 4
4
0.315
Hotel Employees are neat
and tidy 3.844 0.427
Additional facilities in hotel 1.583 0.811
Hotel is clean and tidy 4.679
4
40.321 Accepted
Services are easily accessible 4.563 0.335
4Accepted
Table 12(a): Results of Kruskal Wallis Test based on Age
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H6: To assess if there is signicant dierence in the
perception of service quality related factors across
Indian and foreign tourists.
From Table 10(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the
clients immediately, additional facilities in hotel and
services are easily accessible among Indian and
Foreign tourist in two star hotels indicating that there
is a signicant dierence among Indian and Foreign
tourist for these service quality related factors and for
all other service quality related factors there is no
signicant dierence among Indian and Foreign
tourist in two star hotels. It seems that tourists are
not satised with the available booking method
because in most of the two star hotels where the
foreign tourist put up don’t have online booking
indicating that there is a signicant dierence
among Indian and Foreign tourist for these service
quality related factors and for all other service quality
related factors there is no signicant dierence
among Indian and Foreign tourist in three star hotels.
It seems that when tourists are travelling for a longer
period, they expect a homely comfort which three
star hotels are unable to extend.
facilities which makes it dicult to book hotels from
home countries and also they are not getting all the
facilities as are available in three star hotels.
In two star hotels, for the Indian tourist, unique,
renowned image and popularity, state of art and
equipments, sta responds to the needs of the clients
immediately, additional facilities in hotel and services
are easily accessible are the signicant service quality
related factors and for the foreign tourist there are no
relevant signicant service quality related factors
(see Table 10(a)).
From Table 10(b), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees
among Indian and Foreign tourist in three star hotels
In three star hotels, for the Indian tourist, hotel sta is
trustworthy, sta understands the specic needs of
the customers, sta responds to the needs of the
clients immediately and competent employees are
the signicant service quality related factors and for
foreign tourist there are no relevant signicant
service quality related (see Table 10(b)).
Source: Authors’ Analysis
34
Note:
1. Hotel Category: Two Star.
2. Grouping Variable: Age.
Information about the hotel
services is clear, accurate
and reliable
6.187 40.185 Accepted
Hotel insists on error
free records 9.432
3.319
4
4
0.051
0.505
Accepted
Accepted
Prices are reasonable and fair 4.432 40.350 Accepted
Good and hygienic food 2.498 4Accepted
0.644
4.496
4.586
5.584
4
4
4
Accepted
Accepted
Accepted
0.343
0.332
0.232
Hotel has convenient
check-in and check-out
timings
Hotel has proper
restaurant facilities
9.682 4Rejected
0.046
Hotel has car parking
facilities
Hotel has internet/
wi� facilities
5.658 4Accepted
0.226
Hotel provides adequate
room service
Hotel stay is worth
its price
Hotel is worth
recommending to others 3.502 40.478 Accepted
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Variables
Unique, Renowned Image
and popularity
Chi-Square Df P-Value
H (Null
o
Hypothesis)
Accepted/
Rejected
at 5% level
of signi�cance
4.339
5.434
5
5
0.501
0.365
Accepted
Accepted
State of the Art equipments
3.633 50.603 AcceptedFacilities easy to avail
1.942 50.857 Accepted
Hotel Staff Friendly
towards guests
0.996 5
5
5
0.962 Accepted
Accepted
Accepted
Accepted
Accepted
Accepted
Hotel Staff is trustworthy
Hotel Staff understands the
speci�c needs of the
customers 2.515
1.876
0.774
0.865
Hotel Staff responds to the
needs of the clients
immediately
Competent employees 0.985 5
5
0.963
Hotel Employees are neat
and tidy 1.579 0.903
Additional facilities in hotel 2.033 0.844
Hotel is clean and tidy 2.088
5
50.836 Accepted
Services are easily accessible 1.846 0.869
5Accepted
Information about the hotel
services is clear, accurate
and reliable
8.721 50.120 Accepted
Hotel insists on error
free records 10.571
3.163
5
5
0.060
0.674
Accepted
Accepted
Hotel stay is worth
its price
35
Table 12(b): Results of Kruskal Wallis U based on Age
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
Prices are reasonable and fair 1.532 50.909 Accepted
Good and hygienic food 5.910 5Accepted
0.315
2.763
4.136
2.186
5
5
5
Accepted
Accepted
Accepted
0.736
0.529
0.822
Hotel has convenient
check-in and check-out
timings
Hotel has proper
restaurant facilities
5.911 5Accepted
0.315
Hotel has car parking
facilities
Hotel has internet/
wi� facilities
4.274 5Accepted
0.510
Hotel provides adequate
room service
Hotel is worth
recommending to others 7.614 50.179 Accepted
Source: Authors’ Analysis
36
Note:
1. Hotel Category: Three Star.
2. Grouping Variable: Age.
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H8: To assess if there is signicant dierence in the
perception of service quality related factors between
the age groups.
From Table 12(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel has
proper restaurant facilities with respect to age
criteria in two star hotels indicating that there is a
signicant dierence with respect to age criteria for
these service quality related factors and for all other
service quality related factors there is no signicant
dierence with respect age criteria in two star hotels.
In two star hotels most of the tourists’ ages are
between 21 to 40 years. So, when they are travelling
with their family and friends for unocial trips, the
comforts that they are looking is not up to the
expectation and these hotels do not have proper
restaurant facilities for which they are facing trouble.
For the age group 61 years and above: hotel has
proper restaurant facilities is the signicant service
quality related factors. For, other age groups there
are no relevant signicant service quality related
factors. They are the senior citizens and travelling
with their families for unocial trips. They nd
diculties as some of the two star hotels do not have
proper restaurant facilities (see Table 12(a)).
From Table 12(b), it is observed that there are no
factors for which p value is less than 0.05 (p < 0.05l
with respect to age criteria in three star hotels
indicating that there is no signicant dierence with
respect to age criteria for these service quality
related factors in three star hotels (see Table 12(b)).
Recommendations
Perceptions of the tourists about the hotel service
quality and the extent to which hotel guests nd
various hotel attributes are relevant in enhancing their
satisfaction with the hotel stay. However, there are few
suggestions which are as follows:
1. Measuring service quality is a continuous process.
In order to improve customer satisfaction in the
hotel industry the perception of the tourist plays a
very important role. The paper has helped to
identify the most important factors relating to
service quality and its relationship across gender,
educational qualication, inScome level, age etc.
This is likely to help the target hotels to improve
their areas of deciency and nd innovative
measures to improve customer experience and
remain competitive.
2. The government should incentivize hotel
accreditation so that more hotels enroll for
accreditation to standardize their services.
3. The study revealed that most of the two star
hotels fails to provide Valet (parking) services. But
this has become one of the important service
attributes for the hotel service.
4. Perception of the service quality related factors
across gender reveals that “Tangibles” and
“Assurance” are the most important factors both
for “two- and three-star hotels”.
5. Perception of service quality related factors across
Indian and Foreign tourists reveals that for three
star hotels, “Reliability”, “Responsiveness” and
“Empathy” are the signicant factors. But for two
star hotels other than “empathy” all the factors are
signicant.
6. Perception of service quality related factors
between Income group shows that for two star
hotels “Assurance” factor is very signicant but for
three star hotels other than “Tangibility” factors all
are important.
7. Perception of service quality related factors
between age group shows that for two star hotels
“Tangibility” is an important factor.
Conclusion
In most of the earlier studies conducted on
measuring service quality in hotels, the “SERVQUAL”
developed by (Parasuraman et al. 1988) have been
used. In some studies, the performance-only
measurement, “SERVPERF”, has been used to measure
the quality of service in the hotel industry. This paper
has been developed on the ve-dimensional
structures of service quality (cited in the literature
review above). These ve dimensions have been
recognised as sucient and accurate predictor of
service quality in the hospitality sector. Luk and
Layton (2004) and Akbaba (2006) carried out their
research in the hotel industry using the
ve-dimensional structure of service quality and
adding few more dimensions which have previously
been ignored. Dierent studies have supported that
the number of dimensions of service quality vary
according to the service being rendered and it
should be changed and developed in dierent
service perspective. (Carman 1990; Finn and Lamb
1991; Babakus and Boller 1992; Bouman and Wiele
1992).
In general, the ndings revealed that hotel customers
staying at the “two star” and three star hotels in
Kolkata are expecting better services from the hotels.
The dimension scores are the important signals
about the service areas which needs improvements.
The research ndings will assist the hoteliers to frame
strategies for good customer relationships and
concentrate on customer satisfaction. The hotel
managers by delivering quality services in all
dimensions can meet the perception of customer
which will enable them to maintain a balance
between customer retention and protability. This
will further lead to better utilization of limited
resources and greater protability.
References
Akbaba, A. (2006). Measuring Service Quality in the Hotel Industry:
A Study in a Business Hotel in Turkey. International Journal of
Hospitality Management, 25(2), 170-192.
Al-Ababneh, M. M. (2017). Service Quality in the Hospitality Industry.
Journal of Tourism & Hospitality, 6(1), 133.
Aldehayyat, J. S. (2011). Perceptions of Service Quality in Jordanian
Hotels. International Journal of Business and Management, 6(7),
226-233.
Babakus, E., & Mangold, W. G. (1992). Adapting the SERVQUAL Scale
to Hospital Services: An Empirical Investigation. Health Services
Research, 26(6), 767-786.
Bouman, M., & Wiele, T. V. D. (1992). Measuring Service Quality in the
Car Service Industry: Building and Testing an Instrument.
International Journal of Service Industry Management, 3(4), 4-16.
Carman, J. M. (1990). Consumer Perceptions of Service Quality: An
Assessment of the SERVQUAL Dimensions. Journal of Retailing, 66(1),
33-55.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A
reexamination and extension. Journal of Marketing, 56(3), 55–68.
Finn, D. W., & Lamb, C. W. Jr. (1991). An Evaluation of the SERVQUAL
Scale in a Retailing Setting. Advances in Consumer Research, 18(4),
483-490.
Forozia, A., Zadeh, M. S., & Gilani, M. H. N (2013). Customer
Satisfaction in Hospitality Industry: Middle East Tourists at 3star
Hotels in Malaysia. Research Journal of Applied Sciences, Engineering
and Technology, 5(17), 4329-4335.
Gronroos, C. (1984). A Service Quality Model and Its Marketing
Implications. European Journal of Marketing, 18(4), 36-44.
Guzzo, R. (2010). Customer Satisfaction in the Hotel Industry: A Case
Study from Sicily. International Journal of Marketing Studies, 2(2),
1-12.
12. Hossain, M. J. (2012). Impact of Service Quality on Customer
Satisfaction: A Case of Tourism Industry in Bangladesh. International
Journal of Research in Finance & Marketing, 2(2), 1-25.S
13. Kolkata scores high on hotel occupancy. (2014, September 3).
Business Standard. Retrieved April 22, 2019, from
http://www.business-standard.com/article/companies/kolkata-scor
es-high-on-hotel-occupancy-says-survey-114090300008_1.html
Make My Trip (2015a). 2 Star Hotels in Kolkata. Retrieved September
9, 2015, from
https://www.makemytrip.com/hotels/two_star-hotels-kolkata.html
Make My Trip (2015b). 3 Star Hotels in Kolkata. Retrieved September
9, 2015, from
https://www.makemytrip.com/hotels/three_star-hotels-kolkata.htm
l
Lam, T., & Zhang, H., (1999). Service quality of travel agents: the case
of travel agents in Hong Kong. Tourism Management, 20, 341–349.
Luk, S. T.-K., & Layton, R. (2004). Managing both Outcome and
Process Quality is Critical to Quality of Hotel Services. Total Quality
Management, 15(3), 259-278.
MacKay, K. J., & Crompton, J. L. (1988). A conceptual model of
consumer evaluation of recreation service quality. Leisure Studies,
7(1), 41-49.
MacKay, K. J., & Crompton, J. L. (1990). Measuring the quality of
recreation services. Journal of Park and Recreation Administration,
8(3), 47-56.
Maghableh, K. (2003). The reality of the health tourism in Jordan:
Poll views of tourists patients not Jordanians. DIRASAT, Management
Science, University of Jordan, 30(2), 358-373.
Malaa, N., & Al-Tai, H. (2002). Assessment of Arab tourists to the
quality of hotel services in Jordan. Journal of Management Science,
30.
Markovi´c, S., & Raspor, S. (2010). Measuring Perceived Service
Quality Using servqual: A Case Study of the Croatian Hotel Industry,
Tourism and Hospitality Management,/Naše gospodarstvo, 5(3),195-
209.
Movafegh, A., & Movafegh, A. (2013). The Impact of Service Quality
on Tourist Loyalty in Malaysian Tourism Industry. International
Journal of Innovative Ideas, 13(1), 1-19.
Muthe, P. R. (2010). Global Recession: Challenges and Opportunities
for Indian Tourism and Hotel Industry. International Referred
Research Journal, 8, 22-25.
Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1985). A conceptual
model of service quality and its implications for future research.
Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A
multiple-item scale for measuring consumer perceptions of service
quality. Journal of Retailing, 64(1), 12–40.
Parasuraman, A., Zeithaml, V. A. & Malhotra, A. (2005). E-s-qual: A
multiple-item scale for assessing electronic service quality. Journal
of Service Research, 7(3), 213-233.
PhocusWire. (2011, April 21). Top travel websites in India - April 16
2011. Retrieved from
https://www.phocuswire.com/Top-travel-websites-in-India-April-16-
2011
Sharma, S., Medury, Y., & Gupta, A. (2011). Satisfaction from Service
Recovery in the Context of Indian Hotel Industry. VSRD-international
Journal of Business and Management Research, 1(10), 632-647.
Su, A. Y. L. (2004). Customer satisfaction measurement practice in
Taiwan hotels. International Journal of Hospitality Management, 23,
397–408.
Yilmaz, I. (2009). Measurement of Service Quality in the Hotel
Industry. Anatolia: An International Journal of Tourism and Hospitality
Research, 20(2), 375-386.
37
ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
H8: To assess if there is signicant dierence in the
perception of service quality related factors between
the age groups.
From Table 12(a), it is observed that p value is less
than 0.05 (p < 0.05) for the factors like hotel has
proper restaurant facilities with respect to age
criteria in two star hotels indicating that there is a
signicant dierence with respect to age criteria for
these service quality related factors and for all other
service quality related factors there is no signicant
dierence with respect age criteria in two star hotels.
In two star hotels most of the tourists’ ages are
between 21 to 40 years. So, when they are travelling
with their family and friends for unocial trips, the
comforts that they are looking is not up to the
expectation and these hotels do not have proper
restaurant facilities for which they are facing trouble.
For the age group 61 years and above: hotel has
proper restaurant facilities is the signicant service
quality related factors. For, other age groups there
are no relevant signicant service quality related
factors. They are the senior citizens and travelling
with their families for unocial trips. They nd
diculties as some of the two star hotels do not have
proper restaurant facilities (see Table 12(a)).
From Table 12(b), it is observed that there are no
factors for which p value is less than 0.05 (p < 0.05l
with respect to age criteria in three star hotels
indicating that there is no signicant dierence with
respect to age criteria for these service quality
related factors in three star hotels (see Table 12(b)).
Recommendations
Perceptions of the tourists about the hotel service
quality and the extent to which hotel guests nd
various hotel attributes are relevant in enhancing their
satisfaction with the hotel stay. However, there are few
suggestions which are as follows:
1. Measuring service quality is a continuous process.
In order to improve customer satisfaction in the
hotel industry the perception of the tourist plays a
very important role. The paper has helped to
identify the most important factors relating to
service quality and its relationship across gender,
educational qualication, inScome level, age etc.
This is likely to help the target hotels to improve
their areas of deciency and nd innovative
measures to improve customer experience and
remain competitive.
2. The government should incentivize hotel
accreditation so that more hotels enroll for
accreditation to standardize their services.
3. The study revealed that most of the two star
hotels fails to provide Valet (parking) services. But
this has become one of the important service
attributes for the hotel service.
4. Perception of the service quality related factors
across gender reveals that “Tangibles” and
“Assurance” are the most important factors both
for “two- and three-star hotels”.
5. Perception of service quality related factors across
Indian and Foreign tourists reveals that for three
star hotels, “Reliability”, “Responsiveness” and
“Empathy” are the signicant factors. But for two
star hotels other than “empathy” all the factors are
signicant.
6. Perception of service quality related factors
between Income group shows that for two star
hotels “Assurance” factor is very signicant but for
three star hotels other than “Tangibility” factors all
are important.
7. Perception of service quality related factors
between age group shows that for two star hotels
“Tangibility” is an important factor.
Conclusion
In most of the earlier studies conducted on
measuring service quality in hotels, the “SERVQUAL”
developed by (Parasuraman et al. 1988) have been
used. In some studies, the performance-only
measurement, “SERVPERF”, has been used to measure
the quality of service in the hotel industry. This paper
has been developed on the ve-dimensional
structures of service quality (cited in the literature
review above). These ve dimensions have been
recognised as sucient and accurate predictor of
service quality in the hospitality sector. Luk and
Layton (2004) and Akbaba (2006) carried out their
research in the hotel industry using the
ve-dimensional structure of service quality and
adding few more dimensions which have previously
been ignored. Dierent studies have supported that
the number of dimensions of service quality vary
according to the service being rendered and it
should be changed and developed in dierent
service perspective. (Carman 1990; Finn and Lamb
1991; Babakus and Boller 1992; Bouman and Wiele
1992).
In general, the ndings revealed that hotel customers
staying at the “two star” and three star hotels in
Kolkata are expecting better services from the hotels.
The dimension scores are the important signals
about the service areas which needs improvements.
The research ndings will assist the hoteliers to frame
strategies for good customer relationships and
concentrate on customer satisfaction. The hotel
managers by delivering quality services in all
dimensions can meet the perception of customer
which will enable them to maintain a balance
between customer retention and protability. This
will further lead to better utilization of limited
resources and greater protability.
References
Akbaba, A. (2006). Measuring Service Quality in the Hotel Industry:
A Study in a Business Hotel in Turkey. International Journal of
Hospitality Management, 25(2), 170-192.
Al-Ababneh, M. M. (2017). Service Quality in the Hospitality Industry.
Journal of Tourism & Hospitality, 6(1), 133.
Aldehayyat, J. S. (2011). Perceptions of Service Quality in Jordanian
Hotels. International Journal of Business and Management, 6(7),
226-233.
Babakus, E., & Mangold, W. G. (1992). Adapting the SERVQUAL Scale
to Hospital Services: An Empirical Investigation. Health Services
Research, 26(6), 767-786.
Bouman, M., & Wiele, T. V. D. (1992). Measuring Service Quality in the
Car Service Industry: Building and Testing an Instrument.
International Journal of Service Industry Management, 3(4), 4-16.
Carman, J. M. (1990). Consumer Perceptions of Service Quality: An
Assessment of the SERVQUAL Dimensions. Journal of Retailing, 66(1),
33-55.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A
reexamination and extension. Journal of Marketing, 56(3), 55–68.
Finn, D. W., & Lamb, C. W. Jr. (1991). An Evaluation of the SERVQUAL
Scale in a Retailing Setting. Advances in Consumer Research, 18(4),
483-490.
Forozia, A., Zadeh, M. S., & Gilani, M. H. N (2013). Customer
Satisfaction in Hospitality Industry: Middle East Tourists at 3star
Hotels in Malaysia. Research Journal of Applied Sciences, Engineering
and Technology, 5(17), 4329-4335.
Gronroos, C. (1984). A Service Quality Model and Its Marketing
Implications. European Journal of Marketing, 18(4), 36-44.
Guzzo, R. (2010). Customer Satisfaction in the Hotel Industry: A Case
Study from Sicily. International Journal of Marketing Studies, 2(2),
1-12.
12. Hossain, M. J. (2012). Impact of Service Quality on Customer
Satisfaction: A Case of Tourism Industry in Bangladesh. International
Journal of Research in Finance & Marketing, 2(2), 1-25.S
13. Kolkata scores high on hotel occupancy. (2014, September 3).
Business Standard. Retrieved April 22, 2019, from
http://www.business-standard.com/article/companies/kolkata-scor
es-high-on-hotel-occupancy-says-survey-114090300008_1.html
Make My Trip (2015a). 2 Star Hotels in Kolkata. Retrieved September
9, 2015, from
https://www.makemytrip.com/hotels/two_star-hotels-kolkata.html
Make My Trip (2015b). 3 Star Hotels in Kolkata. Retrieved September
9, 2015, from
https://www.makemytrip.com/hotels/three_star-hotels-kolkata.htm
l
Lam, T., & Zhang, H., (1999). Service quality of travel agents: the case
of travel agents in Hong Kong. Tourism Management, 20, 341–349.
Luk, S. T.-K., & Layton, R. (2004). Managing both Outcome and
Process Quality is Critical to Quality of Hotel Services. Total Quality
Management, 15(3), 259-278.
MacKay, K. J., & Crompton, J. L. (1988). A conceptual model of
consumer evaluation of recreation service quality. Leisure Studies,
7(1), 41-49.
MacKay, K. J., & Crompton, J. L. (1990). Measuring the quality of
recreation services. Journal of Park and Recreation Administration,
8(3), 47-56.
Maghableh, K. (2003). The reality of the health tourism in Jordan:
Poll views of tourists patients not Jordanians. DIRASAT, Management
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ISSN: 0974-6722 Vol. 11 | Issue 1 | January - June 2019
RVIM Journal of Management Research
