Service Quality and Customer Satisfaction in Star Hotels: Evidence from Madurai, India

Service quality, customer satisfaction, star hotels, Madurai, hospitality industry

This paper investigates the impact of service quality on guest satisfaction in star rated hotels of Madurai District, Tamil Nadu, India. Primary data was collected from 425 domestic and international tourists using a questionnaire. Descriptive statistics, ANOVA and Factor analysis was used to analyze data. The study identified front office services, room facilities, housekeeping, staff behavior, and food and beverage as the five important factors affecting guest satisfaction, in that order. The three dimensions of service quality, namely ambiance, convenience, and sustenance are identified from the factor analysis. Significant difference in the satisfaction of some service attributes between domestic and international tourists is observed through the ANOVA. This study provides a framework to researchers in respect of service quality dimensions specific to the context of star hotels in new emerging tourism destinations. In this research the practical implications of the study are discussed.