Analysis of value in Delivery Process in Hotel Industry: A Special Reference to Star Classified Hotels in Colombo, Kalutara and Galle Districts
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Date
2011
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Uva Wellassa University of Srilanka
Abstract
Customer satisfactio n is of pivotal for serv ice industries that provide an idea about the level of performance. Moreover, it will uncover the custoiaaers’ perception o I the services pro›'ided as against the customer expectations. In an intcnsi›'ely coi4ipetitivc brlsiilcss such as hospita lity, the main strategy which c‹in attract more c ustonaei's is customer relationsl4 ips. Measurement of customer sat is faction of a service could be performed by using the gap between the customer's expectation of perforn48nce and their perceived experience of perforiunnce (Ekinci and Riley, 1 998).
Primary purpose of this research was to identify whether there is a relationship between service qual ity of val ale in delivery process and guest’s overa11 satisfaction in hotel industry. Further, it examines the interrelationship of services to understand guests’ actual image on Value in Delivery Process & to p rovide managerial implications on custoiiier value approach.
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Keywords
Human Resource Management, Marketing, Management