A research study to understand the perception of employees and customer of fortune park JPS grand hotel, Rajkot, by application of the service quality model

Abstract

As per the survey in the 2022, it was found that only 1377 hotels fall under the star category. The Indian hospitality has emerged and is the fastest growing industry today in the service sector in the India. As per the government who is heavily investing in showcasing the gems of Indian attractions and inviting them for the visit. This has allowed to boost the tourism. This as led to the fortune for the hospitality industry and has lead to the insfrastructure development of the hospitality industry. Indian Hospitality industry has shown the positive the graph in last few years. This healthy growth is fuelled by the robust inflow of foreign tourist. All this movement within the country and has become one of the leading players in the global industry. Fotune Park JPS Grand is one of the subsidiary of the ITC. With 48 active proprties serving as hotles across the India. This particuar research was conduted using SERVQUAL model to check the service quality provided by them to the consumers. This research involves both selected employess and selected consumer. This research gave the insight on two varibales ie. Assurance and Tanghibles where the maximum gap was observed and rest ie. Reliability, Empathy and Responsiveness tood had some shortcomings. Everthing boils down to the lack of the training towards the employees.