Analyzing the Conceptual Model of Service Quality and its relationship with Guest's Satisfaction: A Study of Hotels in Chandigarh

Abstract

Nowadays, most industries use service quality in various fields. All industries are implementing five service quality dimensions: tangible, assurance, reliability, responsiveness, and empathy. This research aims to investigate hotels’ service quality and its effect on guests’ satisfaction in Chandigarh. Moreover, to find which service quality dimension has more effect than the other quality dimensions. In today’s competitive business environment, the education sector is critical since it is regarded as an essential source of economic and income for the country. As a result, most countries are trying to attract local and international visitors to their destinations, allowing them to develop and improve their country’s life. Guests’ contentment relies heavily on the hotel’s structure, guest accommodations, guest facilities, and activities. For a hotel to gain and maintain a competitive edge, it is critical to apply service quality dimensions that are effective and efficient to improve the current service at hotels, which ultimately results in student satisfaction. The hospitality industry’s service quality goal is to provide guests with a high standard of accommodation atmosphere, and practically all hotels are able to obtain client satisfaction by providing can services. In most cases, guests are more concerned with the quality of service than with the price. As a result, they achieve a certain quality that satisfies the guests’ needs and demonstrating this quality in practice is critical.