2020, Vol. 1, Issue 2, Part B
Quality in state owned motels: A study of Haryana Tourism Corporation
Author(s): Pratibha Bhardwaj
Abstract: This study examines the service quality of Haryana Tourism Complexes (HTC) through customer perceptions and expectations across key dimensions: reliability, assurance, tangibles, empathy, and responsiveness. A survey of 300 customers from three complexes Kingfisher Ambala, Parakeet Pilipi, and Oasis Karnal was conducted, with responses analyzed using Chi-Square tests. Results reveal significant gaps between expected and actual service performance, particularly in reliability, assurance, empathy, and responsiveness, indicating areas requiring improvement. Conversely, the complexes perform well on tangibles, meeting customer expectations. The findings suggest that while physical facilities are satisfactory, enhancing dependability, professional conduct, personalized attention, and promptness is crucial for customer satisfaction and competitive advantage. The study underscores the need for HTC to focus on service reliability and customer-centric practices to foster loyalty and sustainable growth.
Pages: 108-111 | Views: 81 | Downloads: 56
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How to cite this article:
Pratibha Bhardwaj. Quality in state owned motels: A study of Haryana Tourism Corporation. Asian J Manage Commerce 2020;1(2):108-111.
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