Customer Perceptions of Service Quality Towards Luxury Hotels in Odisha Using Servqual Model

The purpose of this research paper is to determine the service quality of luxury hotels in Odisha using the SERVQUAL approach. The delivery of high quality services is one of the most important and most difficult tasks that any service organization faces due to its unique characteristics such as intangibility, perishability, heterogeneity and inseparability. Service quality is the degree and direction of discrepancy between consumers' perceptions and expectations in terms of different but relatively important dimensions of service quality. Therefore it is essential that service providers understand customer expectations and perceptions as well as the factors that influence their evaluation and satisfaction with the provided service. Empirical research has been used to determine the customers’ expectations and perceptions of the quality of service, and a comprehensive scale adopted from “SERVQUAL” is empirically evaluated for its usefulness in the luxury hotels of Odisha. The findings of this research based on observing the differences between expectation and perception scores of luxury hotels’ by capturing the responses from the customers through the questionnaire. The findings of this paper would help the hotel managers of Odisha to understand their customers better and subsequently improving their quality of service.