Service Quality Measurement in Indian Hotels:Factor Structure & Scale Validation

With the rapid growth of hospitality industry, many hoteliers have developed their online capabilities and evolved into competitive dual-channel service providers. In such a case, strategic consumers more options to book hotel enabling them choose best time channel. This study aims at measuring quality being offered by traditional hotels in Allahabad with help SERVPERF model. Besides, it also attempts investigate dimensionality, item structure psychometric properties scale Indian industry. Findings reveal that fails hold all original items hence, confirm standard assemblage within backdrop all, seven dimensions emerged contrary five-dimensions namely-tangibles, assurance, reliability, responsiveness empathy. Besides this, there were number considerable issues which form basis for current research. The outcome will be managers industry analyze offerings reference suggested key factors accordingly develop strategies highlight prioritize them.