Volume : 5, Issue : 8, AUG 2019

CUSTOMER PERCEPTION OF SERVICE QUALITY IN HOTELS INDUSTRY IN MADURAI CITY

DR.M.BALA SUBRAMANIAM*, A.SATHYA LEKHA

Abstract

Customer perception is the key driver of any organization to sustain in current competitive world. Service providers need to understand their customers and design their services in such a way that maximum possible perception is attained by the customer. Providing quality services has become one of the critical issues in the tourism industry and several studies have been paying attention to it. On the other hand, there seems to be a paucity of data on service quality Madurai hotels, making it difficult to fashion an appropriate management intervention. The study will also provide various suggestions to the customers so as to make their services more efficient and effective. For conducting the survey a well structured questionnaire is used to collect primary data from the respondents.

Keywords

CUSTOMER PERCEPTION, HOTEL INDUSTRY, SERVICES.

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Article No : 25

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