Servqual Model: An Analysis of Hospitality Sector in Goa

Abstract

Brand Goa is known in every nook and corner of the global economy as a wonderful tourist destination. The tourism induced hype has equipped the hospital sector to emerge as one of the important contributors of state gross domestic product. In the era of competition, the very survival of the hospitality sector depends on the extent to which variables associated with quality dimensions / parameters can be enhanced against international benchmarks. The study uses the SERVQUAL model to understand how the domestic &foreign tourists rank the quality dimensions / parameters of the hospitality sector in Goa. Further the study also makes suggestions for improving the quality dimensions /parameters for making the hospitality sector more vibrant, dynamic & sustainable.