Hotel Guest Satisfaction: Servqual Gap Study Of Katra Town

Abstract

Katra is well-known across the globe for the holy temple of Shri Mata Vaishno Devi, and the information gathered may be used to encourage more pilgrims to stay in local hotels as their first option during their trips. This research looks at Service Quality (SERVQUAL) characteristics from the perspective of hotel guests in Katra Town. The SERVQUAL Model and factor analysis are utilized to analyze the data collected to estimate the satisfaction and perception of visiting pilgrims. Data were collected from 189 respondents who had stayed in town's star-rated hotels. The majority of data demonstrate a negative Gap 5 perception as well as a wide range of anticipation and perception characteristics. Managerial recommendations and future investigations are offered.