Determination of Hospitality Services Quality and Customer Satisfaction – a Holserv Approach

Abstract

This study examines the relationship between quality of perceived service and level of satisfaction customer attained in Tourism. Although the aforesaid relationship discussions proliferated, studies have employed customised SERVQUL for tourism remains dearth. This research attempts to fulfil the gap by using HOLSERV measurement instrument. HOLSERV is developed to measure the service quality in tourism, comprised with three factors named employee, tangibles, and reliability. Data have been collected from guests of the luxury hotels located in Pondicherry (Puducherry). 344 samples were used for data analyses after eliminating the unusable data by preliminary psychometric test. Confirmatory Factor Analysis (CFA) followed by Structural Equation Modelling (SEM) was employed to examine the postulated relationship. The results supported the proposed hypotheses. Employees, tangibles, and reliability are confirmed as factors of hospitality service quality by CFA. Employee factor ascertained to be an important factor by SEM. From the results and findings of this study, implications have been drawn, limitations were given, and recommendations were made for future researchers