2026 |
Volume 19 |
Issue Issue 1
The Impact of Perceived Service Quality on Guest Satisfaction of Mid-Scale Hotel in India: A SEM-PLS Analysis
1.
Amrik Singh
– Professor, School of Hotel Management & Tourism, Lovely Professional University, Punjab, India.
2.
Amjad Imam Ansari
– Assistant Professor, Department of Hotel Management and Catering Technology, SMBS, Jamia Hamdard, New Delhi, India.
3.
Vipin Singh
– Assistant Professor, School of Hotel Management & Tourism, Vellore Institute of Technology, Vellore, Tamil Nadu, India.
Received
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Accepted
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Published
20-Mar-2026
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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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