Customer perceptions of service quality
in hospitality industry

dc.contributor.author	Manhas, Parikshat Singh	en
dc.contributor.author	Ramjit, Monu	en
dc.date.accessioned	2015-02-07T17:59:30Z
dc.date.issued	2015-02-07
dc.identifier.uri	http://hdl.handle.net/11400/5806
dc.rights	Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ηνωμένες Πολιτείες	*
dc.rights.uri	http://creativecommons.org/licenses/by-nc-nd/3.0/us/	*
dc.source	http://www.dratte.gr/DRATTE/V14.html	el
dc.subject	Service quality
dc.subject	Customer experiences
dc.subject	Brand image
dc.subject	Customer satisfaction
dc.subject	Hospitality industry
dc.subject	India
dc.subject	Ποιότητα υπηρεσιών
dc.subject	Εμπειρίες πελατών
dc.subject	Εικονίδιο μάρκας
dc.subject	Ικανοποίηση πελατών
dc.subject	Βιομηχανία φιλοξενίας
dc.subject	Ινδία
dc.title	Customer perceptions of service quality in hospitality industry	en
heal.type	journalArticle
heal.secondaryTitle	importance performance analysis	en
heal.classification	Tourism
heal.classification	Entrepreneurship
heal.classification	Τουρισμός
heal.classification	Επιχειρηματικότητα
heal.classificationURI	http://id.loc.gov/authorities/subjects/sh85136255
heal.classificationURI	http://lod.nal.usda.gov/20578
heal.classificationURI	N/A-Τουρισμός
heal.classificationURI	N/A-Επιχειρηματικότητα
heal.keywordURI	http://zbw.eu/stw/descriptor/12806-3
heal.keywordURI	http://zbw.eu/stw/descriptor/24785-4
heal.keywordURI	http://id.loc.gov/authorities/subjects/sh88004814
heal.dateAvailable	10000-01-01
heal.language	en
heal.access	forever
heal.recordProvider	Τεχνολογικό Εκπαιδευτικό Ίδρυμα Αθήνας. Σχολή Διοίκησης και Οικονομίας. Τμήμα Διοίκησης Επιχειρήσεων. Κατεύθυνση Διοίκησης Τουριστικών Επιχειρήσεων & Επιχειρήσεων Φιλοξενίας	el
heal.publicationDate	2011-01
heal.bibliographicCitation	Manhas, P.S., and Ramjit, M. (2011). Customer perceptions of service quality in hospitality industry: imp performance analysis. Tourism Issues .14. p. 97-113	en
heal.abstract	Abstract:The aim of the present study is to identify the factors of importance service quality experience in luxury hotel industry in north India and to find out the difference between the specific and overall components of importance and actual stay experience of the customer in hotels.. A structured questionnaire was used to conduct this study with input from local hotel managers and individuals. Items were selected and customized based on the previous literature. The survey was conducted at various luxury hotels in north India. The findings of the study give us the idea about the importance score statistically significant to higher than the performance rating of the hotels. Overall, the results give us the idea that there was a significant difference between expectations of the guests and actual experiences, thus highlighting managerial implications for the Hotel industry.	en
heal.publisher	ΔΡ.Α.Τ.Τ.Ε.- Ινστιτούτο Τουριστικών Μελετών και Ερευνών	el
heal.journalName	Τουριστικά θέματα	el
heal.journalName	Tourism Issues	en
heal.journalType	non peer-reviewed
heal.fullTextAvailability	true