Analysing Service Quality at Budget Hotels of Nagpur, Maharashtra Using SERVQUAL Model

Abstract

This research aimed to evaluate the service quality of budget hotels located in the city of Nagpur, Maharashtra. The study specifically focused on budget accommodations within the Nagpur region, which the Maharashtra Tourism Development Corporation, the state’s principal tourism development agency, has designated as an administrative area. Hotels were chosen based on their location within this region and their proximity to popular tourist destinations. The study’s population comprised 20 budget hotels in Nagpur, from which a sample of 07 guests (from each budget hotel), all of whom had used the services of a budget hotel, was selected to assess service quality using the five dimensions of the SERVQUAL model. A questionnaire containing 22 attributes derived from the SERVQUAL dimensions was developed and distributed to these guests to gather information about their expectations before and their perceptions after their stay at a Nagpur budget hotel. Subsequently, the collected data was analyzed using the SERVQUAL methodology to pinpoint any existing service quality gaps.

Keywords: Budget Hotel, Guest Experience, Service Quality, SERVQUAL

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