Service quality in housekeeping: evidence from overseas guests of select hotels in Cochin, Kerala

The quality of housekeeping operations is a crucial factor in the success of hotel business as it has direct impact on the level of customer satisfaction. This study applies the SERVQUAL model of Parasuraman et al (1985) to quantify the level of overseas guest expectation and perception towards housekeeping service quality in hotels in Cochin, Kerala. It seeks to identify the service quality gaps in housekeeping operations. The study infers that there is considerable scope for improvement of performance of the housekeeping staff. The paper also makes suggestions to enhance the service quality in housekeeping operations.