STM Journals Peer-reviewed research from Consortium e-Learning Network

OmniScience: A Multi-disciplinary Journal

Improving Service Quality of Hotel Business using Collective QFD and Signal to Noise Ratio

  1. Amol Nayakappa Patil
  2. Shankar P Hublikar
  3. Loyd S Faria
  4. Sohan S. Khadilkar

Abstract

In recent studies, it is found that tourism industry has become one of growing industry in the World. Ever growing tourism industry has a major contribution towards escalation of hotel business. Hotel business performance is essentially decided by customer satisfaction. Customer satisfaction is a key indicator and determined by customer expectation and perception towards services offered by hotel. This study focuses on Case Hotel in Goa, India. In recent years Case Hotel has experienced decline in room occupancy rate, leading to decline in profit. Research uses SERVQUAL form to gather customer expectation and perception rating and compare same with other hotels in Goa. Quality Function Deployment's competitive assessment matrix aids to carry analysis integrated by S/N ratio. This study identifies maintenance service time, laundry service, confidentiality of information, resort facilities attractiveness and waiters service requires improvement to increase room occupancy rate.Keywords: Service Quality, SERVQUAL, QFD, S/N Ratio, Customer Perception, Customer ExpectationCite this Article Amol Nayakappa Patil, Shankar P. Hublikar, Loyd S. Faria, Sohan S. Khadilkar. Improving Service Quality of Hotel Business using Collective QFD and Signal to Noise Ratio. OmniScience: A Multi-disciplinary Journal. 2019; 9(1): 34–41p.
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