A SWOT Analysis on Service Quality and Hospitality in Star Hotels from an Indian Market Perspective

Author:M. Shanthi, R. Ganapathi

Abstract:
Previous studies explain lots of insights on hotel management in terms of service quality, challenges, issues, and problems faced in the inns. However, there is a gap in bridging the strengths, weaknesses, opportunities, and threats of hotels common faces. This study addressed the gap by approaching the customer-centric viewpoint. The study looks to ascertain the strengths (S), weaknesses (W), opportunities (O), and threats (T) of the hotel management from a customer perspective and to find the connection among the hotel facilities and frequency of customer visits for staying. The results enlighten that there is significance between the hotel amenities, price affordability, and frequency of the visit of customers. Therefore, amenities consistently give guests a comfortable space to remain longer and foster a positive perception of the hotel. The research's results are restricted to the study region; they may vary over time and between regions. From a competitive perspective, service quality contributes to the hotels by increasing their strengths and opportunities and decreasing weaknesses and threats.

Keywords:Competition, Hotel, Market, Service, Quality, Strength, Weakness.

DOI:10.46333/ijtc/14/1/5

International Journal of Trade & Commerce (Vol: 14 Issue:1)