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  • Service Expectations

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    Arushi Goswami
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    This document discusses several topics related to the hotel and tourism industry in India. It notes that tourism to India is growing rapidly, with over 400 million tourists last year, and domestic travel is expected to reach 330 million people. There is currently a shortage of 130,000 hotel rooms, leading to higher prices. It also discusses service quality dimensions based on a survey, finding that empathy scored the lowest on the service gap scale. Customer involvement in hotels is generally low, with standardized services provided regardless of the individual customer.

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    This document discusses several topics related to the hotel and tourism industry in India. It notes that tourism to India is growing rapidly, with over 400 million tourists last year, and domestic travel is expected to reach 330 million people. There is currently a shortage of 130,000 hotel rooms, leading to higher prices. It also discusses service quality dimensions based on a survey, finding that empathy scored the lowest on the service gap scale. Customer involvement in hotels is generally low, with standardized services provided regardless of the individual customer.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    20 views4 pages

    Service Expectations

    Uploaded by

    Arushi Goswami
    This document discusses several topics related to the hotel and tourism industry in India. It notes that tourism to India is growing rapidly, with over 400 million tourists last year, and domestic travel is expected to reach 330 million people. There is currently a shortage of 130,000 hotel rooms, leading to higher prices. It also discusses service quality dimensions based on a survey, finding that empathy scored the lowest on the service gap scale. Customer involvement in hotels is generally low, with standardized services provided regardless of the individual customer.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
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    Customers Lxpect So||d Informat|on


    Customers Lxpect Cpt|ons
    Customers Lxpect Super|or Commun|cat|on
    Customers Lxpect A Seam|ess ke|at|onsh|p
    Ava||ab|||ty
    SL8vlCL L8lC8MAnCL
    W Lourlsm mlnlsLry 44 mllllon LourlsLs vlslLed lndla lasL year and aL
    currenL Lrend demand wlll soar Lo 10 mllllon Lo accommodaLe 330
    mllllon domesLlc Lravelers
    W ShorLage of 130000 rooms leadlng Lo hlgher prlces
    W lndla ranks 18Lh ln buslness Lravel and wlll be among Lhe Lop 3 ln Lhls
    decade
    W MnC PoLel lndusLry glanLs are flocklng lndla and forglng !olnL venLures
    Lo earn more
    W llerce compeLlLlon and flghL Lo rank on Lhe number one poslLlon ls
    leadlng Lhe leaders of Lhls lndusLry Lo conLemplaLe on ldeas and
    lnnovaLe successful hosplLallLy producLs and servlces
    |veServ|ce ua||ty d|mens|ons
    W As per survey conducLed by varlous hoLel groups lL was seen
    LhaL ouL of Langlbles rellablllLy responslveness assurance
    and empaLhy Lhe servqual gap for empaLhy was lowesL and
    greaLesL for Langlbles
    W PoLel guesLs are more saLlsfled wlLh Lhe response of Lhe hoLel
    personnel Lherefore Lhe gap ln Lhe dlmenslon of empaLhy" ls
    Lhe narrowesL
    CUS1CMLk INVCLVLMLN1
    W Source AdapLed from PubberL (1993)
    W Low cusLomer lnvolvemenL
    W Servlces are sLandardlzed
    W Servlces are provlded lrrespecLlve of lndlvldual purchase
    W aymenL ls Lhe only requlred cusLomer lnpuL unllke ln welghL
    reducLlon programme or marrlage counsellng

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