The Impact of Perceived Service Quality on Guest Satisfaction of Mid-Scale Hotel in India: A SEM-PLS Analysis
Published: 2026
Author(s) Name: Amrik Singh, Amjad Imam Ansari, Vipin Singh |
Author(s) Affiliation: School of Hotel Management & Tourism, Lovely Professional University, Punjab, India.
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Abstract
The theme of service quality and customer satisfaction has been among the most debated in the tourism and hospitality research field. The researchers have addressed several dimensions of service quality to allied areas of the hospitality industry. The current research is a form of undertaking a combined model of perceived service quality that is correlated to the guest satisfaction in the mid-scale hotels located in India. Five-point Likert scale based self-administered questionnaire was given to the guests who had stayed in different hotels of the mid scale category and 112 out of 150 distributed questionnaires came back. In order to expand on the body of guest perceptions, this paper seeks to discuss the variables of perceived service quality and guest satisfaction. A comprehensive literature review that was conducted to investigate the modern variables of perceived service quality. Perceived service quality in the hotel industry has shown weaknesses of lack of emphasis in guest perception yet in the other sciences, down-playing service quality has been shown.
Keywords: Perceived Service Quality, Functional Quality, Technical Quality, Guest Satisfaction, Mid-Scale Hotel, Re-Visit Intention
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