Perceptual Gap between Customers, Employees and Management: An Empirical Study on Three Major Hotels in Aizawl, Mizoram

The most vital factor that decides the success or failure of a service is the way it is perceived by the customers, employees and the top management. A business does not fail because of not providing perfect service to the customers, but for not being able to understand and perceive the requirements of the service from the customer point of view. It is immensely necessary for a service organisation to understand and perceive its standards of service in the manner the customers perceive so that all those aspects, which are considered to be unsatisfactory by the customers, can be worked upon and improved. The present study is undertaken to understand the perceptual gap that exists between the customers, employees and the top management with relation to service delivery standards of hotel services in Aizawl, Mizoram. The study also attempts to compare the service standards of state-owned and private hotels.