A Service Quality for Five Star Hotel from the Customer Perspective

We all are aware of this fact that The hospitality industry is of the largest industry in India as well as all around the entire world international tourist will be hitting 1.8 billion by 2030 according to the newly released UNWTO long-term forecast, Tourism Towards 2030. The report, given by the 19^th session of the UNWTO General Assembly, confirms that international tourism will continue to grow in a sustained manner in the next two decades.

So hence we can say according to reports International tourism will definitely grow by the time 2010–2030, but at a more reasonable velocity than the past decades, with the figure of international tourist arrivals worldwide growing by an average 3.3% a year. This report says that an average 43 million added international tourists will join the tourism marketplace every year.

Toward those anticipated pace of growth, it will be 1 billion mark Eventually in 2012, will be increased by 940 million done 2010. Eventually by 2030, arrivals would likely should scope 1. 8 billion, implying that in two decades ’time, 5 million state funded will a chance to be crossing universal borders.

Hence the article will emphasis on the great importance of service quality of five star hotels in the Hospitality sector. The present study analyzes the service quality of selected five star hotels of India. The customers perspective on various service quality factors like service bonding, service competencies, service inclination, service customization, service recovery, etc. are ascertained and analyzed in this paper. The major findings of the study are that there exists a difference in the perception and expectations of the employees as far as their dimensions of external service quality are concerned. All the hotels have been found to be struggling on the service quality dimensions such as service customization, service inclination and service recovery. However the selected hotels are also leading in many aspects of service quality like service scope, service impressiveness and service competence. On other aspects the concerned hotels are showing average results.