IMPACT OF HOSPITALITY SERVICES ON TOURISM INDUSTRY IN COIMBATORE DISTRICT

Abstract

The SERVQUAL methodology has been used in this study to assess the quality of services provided by Coimbatore hotels from the perspective of consumers. We employed convenience sampling designs. In a pilot research, the SERVQUAL model's components were verified, and then structured questions were presented to the selected consumers. The analysis began with the respondents and descriptive statistics were calculated for the means and standard deviations of each SERVQUAL statement on service perceptions and expectations. The main data analysis service focuses on t-test, independent samples t-test, paired t-test, neural network and SEM model based on three methods: item-by-item analysis; structured analysis; and calculation of an overall measure of service quality. Compared to customers' expectations, overall service quality perceptions were found to be more negative. Detailed recommendations have been made for Coimbatore hotels so that identified service quality gaps can be closed.