Service Quality of Hotels in Coimbatore - A Gap Analysis of Business Tourists Expectation and Experience
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Date
2012
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Abstract
Coimbalorc is Tamil Nadu’s second largest city u ilh 0.5 million population and one ol'lndia's fastest growing
metro cities There are more than 30.000 tiny, small, medium, and large industries and te.'ctile mills
Coimhatore is the textile capital of South India It is also popularly known as the Manchester or Detroit of
Southern India The city hosts global business meetings and business fairs, ll is the number one revenue
district of the state with revenue crossing OOOOcorers per annum. Tlte heavy How olBusiness Tourists opens
up opportunities for 1 lospitality Sectors in the city. Quality service delivery in the hotels enhances customer
saiisfaction and thereby increasing the flow of business Tourists. In this background the present study has
been undertaken to find the gap between the guests' expectation and experience. SnRVQUAl. (Parsuraman
etal,l985) model dimensions (Tangibility, Reliability, Assurance, Responsiveness and Empathy) arc used to
measure the gap of business tourists' pre-purehase belief and post-purchase evaluation, fhe study also gives
an insight of business tourists' needs and wants and also gives pavement for customer oriented marketing.