tailieunhanh - Prioritization of various dimensions of quality in hospitality industry

This study evaluates the relative importance of service quality (SERVQUAL) dimensions by applying multiple regression analysis and presents an attractive application of these dimensions in the hospitality industry. | Prioritization of various dimensions of quality in hospitality industry PRIORITIZATION OF ofVARIOUS Prioritization of Various Dimensions DIMENSIONS Service Quality In OFSingh Hospitality Industry Jagbir SERVICE Dalal Journal Impact QUALITY INCalculated Factor 2015 HOSPITALITY INDUSTRY by GISI 1 Jagbir Singh Dalal Volume 6 Issue 6 June 2015 pp. 12-28 Article ID 10120150606003 International Journal of Management IJM IJM IAEME http ISSN 0976-6502 Print ISSN 0976-6510 Online IAEME 1 Research Scholar Uttarakhand Technical University Dehradun Uttarakhand India ABSTRACT This study evaluates the relative importance of service quality SERVQUAL dimensions by applying multiple regression analysis and presents an attractive application of these dimensions in the hospitality industry. The primary purpose of present research paper is to prioritize the various dimensions of service quality using multiple regression analysis. Thus this paper provides a comprehensive way to rank these dimensions especially in the context of hospitality industry. It gives the detailed narrative about the regression analysis. For this primary data were collected from the selected industrial estates of Uttarakhand which limits the generalizability of the findings of our study. The paper ends with conclusion and implications along with directions for future research. 1. INTRODUCTION Service quality is considered the life of hotel Min and Min 1996 and core of service management Chen 2008 . Service quality is related with customer satisfaction Shi and Su 2007 and customer satisfaction is associated with customers revisit intention Han Back amp Barrett 2009 . If an effective image is portrayed to customers it will create competitive advantage for hotel Ryu Han amp Kim 2008 . As a result of service development process three concept of service is composed and these three steps are service process system and Service resources-structure Edvardsson 1997 . Service

• Quản trị kinh doanh
• Importance of service quality
• Multiple regression analysis
• Dimensions of service quality
• Context of hospitality industry
• Selected industrial estates of Uttarakhand