Sujay M. J

Abstract

The LODGSERV instrument has been used as an instrument for the estimation of hotel service quality (Knutson, Stevens, Wullaert, and Patton, 1990). This investigation focuses on the dimensionality of the LODGSERV instrument in its application to estimating the service quality of chosen mid-scale hotels located in Mysuru, by the tourists in Mysuru city, Karnataka. This investigation utilized the survey research method to collect data from the guests who have visited chosen mid-scale hotels. Data collected were analyzed by using statistical techniques such as descriptive analysis, correlation analysis and multiple regression analysis, besides Cronbach's alpha test for reliability. The study findings have huge implications for hotel managers and administration. This examination can likewise utilize as a tool by the hotel manager to recognise various dimensions of lodging service quality where changes are needed to enhance customers’ satisfaction. Keywords: LODGSERV, Perceived service quality, Customer satisfaction in hotel, Impact analysis.

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Abstract

This study attempted to measure the influence of various hospital service quality on patient's satisfaction. This study identified five dimensions of hospital service quality. These are: Clinical Care, Admission Procedure, Reliability, Trust, and Infrastructure. This study was conducted in Bellary city in Karnataka. This study employed the questionnaire method to collect data from the patients. The examination findings have huge implications for hospital administrators. This study can also be used as a tool by the hospital administrator to recognise various dimensions of hospital service quality where improvements are needed to enhance patient’s satisfaction. Keywords: Clinical care, Trust, Reliability, Infrastructure, Service quality.           

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