Statistical Analysis of Customers’ Expectation & Perception for Service Quality of Jaipur Hotels

Dr. Pradyuman Singh Rathore and Dr. Sanjeeb Pal

Customers play vital role in every type of business. Entrepreneurs and customers both have expectations and perceptions towards services. Customers expect to receive services as per their needs and desires from service providers and those services convert into their perceptions. Customers‟ perceptions are significant for the marketing strategies of all standards of hotel. All Hotels apply various marketing strategies which give Impacts on customer‟s expectations for selection of hotels. Customers are very much concerned regarding the diverse factors of hotels such as Room Facilities, Entertainment Services, Location, and Safety & Security, Food & Beverage Services, Staff Handling Skills, and of course the cost of the stay. There is significant difference in customers‟ and hotel managers‟ perceptions towards customer satisfaction (Mohajerani, P., & Miremadi, A. 2013). Aim of this paper is to examine Customers‟ Expectation & Perception for Service Quality of Jaipur Hotels. For testing this null hypothesis has been formulated. Percentage, mean and two sample „t‟ test was applied on 400 sample.

Volume 12 | 05-Special Issue

Pages: 469-479

DOI: 10.5373/JARDCS/V12SP5/20201782