Service Design Inputs for Hotel Businesses

Abstract

The essential of quality management in business cannot be ignored. The quality is very important parameter of any business whether it is manufacturing or service organizations. Components of quality management systems are the essential indicators for the organizations. The present paper emphasized on the quality management systems of selected hotels, thus the study compared the different operations’ dimensions with respect to quality management systems. The SERVQUAL technique has been applied in the study to know the gap between the expectations and experiences from the point of view of the visitors or customers for each of the hotels. Exploratory study has been carried with systematic random sampling and primary data. Further ANOVA was applied to test the different hypothesis. . This study organized around five hotels in Cachar District of Assam and an attempt has been made to understand the expectations and experience of the customers (guests/tourists) and also provided a structured questionnaire which if filled by the guests/tourists will help the management get a clear picture of the lacuna in their services, if there is any, in order to be corrected and made better for future ventures.