Annals of R.S.C.B., ISSN:1583-6258, Vol. 25, Issue 4, 2021, Pages.

17808 - 17811
Received 29 January 2021; Accepted 04March 2021.

A study on consumers satisfaction and service quality towards hotel

industry in Tirunelveli City
* G. Shilpa Janet and **Dr. D Janis Bibiyana
*(Reg .No 19121271012002) Research Scholar, Department of Commerce, St. John’s college. (Affiliated to
Manonmaniam Sundaranar University, Abishekapatti)

** Research Supervisor, Assistant professor, Department of Commerce, St. Thomas College of Arts and
Science, Chennai -107 .

ABSTRACT:

Service quality is the bond that the delivery with the customers satisfaction. The study is basically to
customer satisfaction and providing products or services with high quality. The service quality is a major
challenge for the hotel industry. The objective of the study is to find out that the factors that very between
demographic variables of the respondents. This section describes the methodology which includes the
collection of the data, the construction of questionnaire and pre-test sampling design, field work and
framework analysis. The data was collected from both primary and secondary data. The primary data has
been collected from questionnaire and the secondary data that can be collected from the books, journals
etc. the sample size is 60. The present study focuses on the five factors only. They are Tangibility,
Reliability, Responsiveness, Assurance and Empathy. The present study has been carried out in Tirunelveli
area.

Introduction :
Some of the characteristics of the successful activity of the business organization, is
presentation and constant improvement at qualitative services which meet the expectation of
customers the variety of the hotel services, quality, reliability and prices are very important.
The hotel business is rapidly developing due to growing demand at such services as well as
the growing opportunities for level As a result hotels face demanding customers.
Objectives of the study :
❖ To identity the socio – economic profile of the respondents
❖ To find out the relationship between the consumer satisfaction and service
quality factors.
❖ To identify the level satisfactions towards consumers.
Collection of Data:
The data that can be collected from both primary and secondary data . The primary
data that can be collected from questionnaires. The secondary data that can be collected
form books, journals and website etc.
Scope of the Study :
The study area is covered only Tirunelveli city.
Gender wise clarification of the respondents:
The gender wise classification of the respondents are given in Table 1.
Table – 1
Gender wise classification and the respondents

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Annals of R.S.C.B., ISSN:1583-6258, Vol. 25, Issue 4, 2021, Pages. 17808 - 17811
Received 29 January 2021; Accepted 04March 2021.

Sl.
Gender No. of respondents Percentage (%)
No.
1. Male 48 73 %

2. Female 12 27 %

Total 60 100 %

Table 1. it is clear that out of 60 respondents 48 (73 %) respondents are male and 12
(27) respondents are female.
Age wise Classification of the respondents:
The age wise classification of the respondents are given in Table 2.
Table - 2
Age wise classification and the respondents

Sl.
Age group No. of respondents Percentage (%)
No.
1. Up to 20 years 12 20

2. Up to 30 years 18 30

3. 30 - 40 years 16 27

4. 40 - 50 years 8 13

5. above 50 years 6 10

Total 60 100 %

Table 2. it is clear that out of 60 respondents 12 (20 %) respondents are up to 20

years. age group, 18 (30%) respondents are 20 to 30 years are group, 16 (27 %) respondents
are the group of 30 to 40 years, 8 (13) respondents are the age group of 40 to 50 years and 6
(10%) respondents are the age group of above 50 years.
Family Income of the respondents:
From the Table 3 shows the family income of the respondents
Table - 3
Family income of the respondents

Sl.
Family Income No. of respondents Percentage (%)
No.
1. Up to Rs. 10000 13 22

2. 10000 – 15000 10 16

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Annals of R.S.C.B., ISSN:1583-6258, Vol. 25, Issue 4, 2021, Pages. 17808 - 17811
Received 29 January 2021; Accepted 04March 2021.

3. 15000 - 20000 19 32

4. 20000 – 25000 8 13

5. Above 25000 10 17

Total 60 100 %

From the above table 3 shows that the out of 60 respondents (13) 22 percentage
respondents are earn the family income Rs. Up to 10000, and 20000-30000 8 (13 percentage)
respondents are earn the family income Rs. 10000-15000 and above 25000, 10 (16
percentage) respondents are earn the family income Rs. 25000-20000.
Factors affecting the Service Quality:
The factors affecting the service quality of the respondents shows in table
Table - 4
Factors affecting the Service Quality

Sl.
Factor Rank
No.
1. Ambience IV

2. Location II

3. Cleanness I

4. Food and beverages V

5. Society and Security VII

6. Interaction and employee behaviour III

7. Waiting time VI

The above table shows that the factors affecting the service quality is the foremost
factors is cleanness of the hotel and second factors is Location, third factor is interaction and
employee behaviours, ambience, food and beverages, waiting time, and society and security.
Conclusion:
The evaluation of service quality is a complicated process, since the service quality
assisted both objectively and subjectively. The portered research reveals the exact of quality
on customers satisfaction. It was discovered during that the impact of service quality on
customers satisfaction is negative.

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Annals of R.S.C.B., ISSN:1583-6258, Vol. 25, Issue 4, 2021, Pages. 17808 - 17811
Received 29 January 2021; Accepted 04March 2021.

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3. Delgado Ballester, E. (2004). Applicability of a brand trust scale across product
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