Paranavithana, K.M.2019-06-042019-06-042011UWU/ENM/07/0023http://erepo.lib.uwu.ac.lk/bitstream/handle/123456789/837/UWULD%20ENM%2007%200023.pdf?sequence=1&isAllowed=yPrimary purpose of this research was a comprehensive analysis to identify whether there is a relationship between Service Quality of Value Delivery Process & guest's Overall Satisfaction in hotel industry. Secondary purpose was to measure service & their interrelationship. Understanding guest's actual image on Value in Delivery Process & provide managerial implication on customer value approach were the other objectives. Service quality deliver to guests & it measure under several stages such as 1) Check -In/Reception, 2) Ordering, 3) Meal, 4) Outdoor Services, 5) Business centers, 6) Check-Out. Each of these stages deeply analyzed based on value dimensions. 22 Star hotels from Colombo up to Galle & 150 guests were considered as the sample. Primary data from the respondent through the prepared questionnaire, & Secondary data are collected from the internet, research articles, booklets magazines and the relevant institutions. Data was analyzed using a descriptive statistics, regression,univarian & bivarian analysis method. Using the mean (average) & standard deviation calculations of each variable according to the six dimensions. Relationship between service quality & guests' overall satisfaction was identified & it get vary in accordance with each stages of value delivery process. Further empirical research should be done by considering aspect of delivering value added service in tourism industry.enEntrepreneurship And Management Degree ProgrammeThesis