Customer’s Service in the Hotel Industry

Abstract 
In today’s hotel industry the quality of customer’s service is an important determinant for a successful business. It is vital for the hotel managers to have a good understanding on what exactly the customers want. Identifying the specific expectations of customers, the dimensions of service quality and their relative importance for customers on each specific segment of hotel would help hotel managers in the challenge of improving the quality of service.
Service stands to be “all the reactions and actions that customers perceive they have purchased” says Powers & Barrows (2006). In the hotel industry, most of the services are performed by people and in few situations services are performed by machines. For the customer, service accounts for the total experience in the hotel and the performance of the organization through its staff. In the hotel scenario, the host and the guest are directly or personally involved in the service transaction.
Thus, the role of service is of central importance for the hotel industry. This is because service quality always has a direct impact on the levels of customer satisfaction, which inevitably translates into the matching levels of profitability. Although the measuring of service quality is a big issue in itself, various studies over the years have established beyond doubt that service quality directly affects multiple aspects of hotel business.