Perception of Star Hotels with Reference to Nilgiris District

Abstract

The existing trend of complete quality management in hotel industry ensures the achievement ofcompetitive advantage of hotel companies and is therefore the subject of contemporary research intoservice quality in hotel industry. The conceptand the conceptual model of service quality areindispensable if we wish to understand the genesis of service quality and potential gaps in quality. Theaim of this paper is to know about the perception of STAR HOTELS from both the conceptualstandpoint and that of service quality measurement. The paper describes the most common criteriafor measuring service quality, namely the model of internal service quality and the SERVQUAL model.