A Study on the model of Service Quality GAP.

      Аннотация: Servqual model for hotels and mainly to highlight service quality gap.Evolution of economies worldwide highlights the fact that the service sector is growing faster than any other sectors. In contrary, the productivity and consequently the quality of this sector seems to be declining. Therefore, designing quality service is considered as a major challenge in service organizations. This study attempts to identify the level of customer’s satisfaction in hotels of Vellore District and particularly of Vellore city, India. The SERVQUAL model is applied to measure customer satisfaction in the hotel industry.

Ключевые слова: service quality, Hotel Industry, Expectation, Perception, Measurement criteria, SERVQUAL, Service Quality GAP