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A Study on the Factors Contributing to Service Quality for Customers with Reference to M/S. Ramyas Hotels, Trichy

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A Study on the Factors Contributing to Service Quality for Customers with Reference to M/S. Ramyas Hotels, Trichy


Mr. K. Arun Prasad



Mr. K. Arun Prasad "A Study on the Factors Contributing to Service Quality for Customers with Reference to M/S. Ramyas Hotels, Trichy" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4, June 2020, pp.1014-1021, URL: https://www.ijtsrd.com/papers/ijtsrd31331.pdf

In the hospitality industry, service quality experience as perceived by hotel guests (customers) is a critical success factor as it determines the extent of customer satisfaction and influences their continued patronage intention. Also, word of mouth advertising by satisfied guests is a significant way of promoting the image of the hotel as it involves zero costs for the hotel and a credible source of message for the audience. Service quality and customer satisfaction therefore influence the success of the hotel in bringing in more customers, retaining customers, increased profitability and are great sources of competitive advantage in the hospitality industry. To sustain and improve the high level of service quality, hotel management should assess how well they have served their customers and how competitive they have grown as a result of continuous service quality improvements. With this aim, the study identifies the key service quality dimensions that influence the customer’s perceived service quality and attempts to offer suggestions to the management by identifying key success factors that improve the present level of service quality.

service quality, customer satisfaction, critical success factor, competitive advantage


IJTSRD31331
Volume-4 | Issue-4, June 2020
1014-1021
IJTSRD | www.ijtsrd.com | E-ISSN 2456-6470
Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/by/4.0)

International Journal of Trend in Scientific Research and Development - IJTSRD having online ISSN 2456-6470. IJTSRD is a leading Open Access, Peer-Reviewed International Journal which provides rapid publication of your research articles and aims to promote the theory and practice along with knowledge sharing between researchers, developers, engineers, students, and practitioners working in and around the world in many areas like Sciences, Technology, Innovation, Engineering, Agriculture, Management and many more and it is recommended by all Universities, review articles and short communications in all subjects. IJTSRD running an International Journal who are proving quality publication of peer reviewed and refereed international journals from diverse fields that emphasizes new research, development and their applications. IJTSRD provides an online access to exchange your research work, technical notes & surveying results among professionals throughout the world in e-journals. IJTSRD is a fastest growing and dynamic professional organization. The aim of this organization is to provide access not only to world class research resources, but through its professionals aim to bring in a significant transformation in the real of open access journals and online publishing.

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