An Empirical Study On The Gaps Analysis In Hospitality Industry (With Special Reference To Taj Group Of Hotels)

Abstract

Background: In hospitality industry the dissatisfaction level between the customer and the  management always exists. In order to fill up the existing gap it is very important to first recognize  and analyze it. The gap analysis is a tool which has been used to perform a comparison of actual  performance with the expected or potential performance. Objective: The present study was to find the  various determinants of service quality and its effects. It also focuses on the analysis of the outcomes  of dissatisfaction level and to provide best possible solutions to the existing GAPs. Methodology: A survey was conducted on 80 respondents in Taj group of hotels which includes employees from  different departments such as F and B Service, House Keeping, Guest Relation, Front Office, etc. The  study has been conducted through available secondary data of the Taj group of hotels and review of  the literature of other sources. Results: The findings of the research shows that among the various  existing GAPs in the service industry the maximum impact may be done by the service delivery by  the management closest to the guest perception. The determinants influencing the guest satisfaction  level are Reliability (30%), Responsiveness (22%), Assurance (16%), Empathy (17%), and Tangibles  (15%). If these GAPs may be filled by delivering the nearest solution then the satisfaction level of  the guest would be very high which may result into loyalty of the guest. Conclusion: Indian hotel  industry has not been able to quantitatively translate the management perception to service quality  specification. The hotels that can achieve service delivery, closest to Management perception of  guest needs through well motivated and well trained teams.