An In-Depth Analysis of Service Quality and Consumer Perceptions of Five-Star Hotels in The Ernakulam District

Abstract

In this paper, the researcher will be analyzing the quality of service and customer satisfaction that are correlated to customer loyalty of five-star hotels in Ernakulam District.  We sent questionnaires to guests in the hotels to gather data in a structured form. The results indicate that the customers are more satisfied when the level of service delivery is good. The increased satisfaction will result in increased stay.  Customer satisfaction leads to loyalty, and this is achieved by a better service quality. Findings indicate that quality of service is one of the focal points in the hotel industry since this aspect aids in value creation and efficient management of information.  To maintain customer retention in the long term, the hotels are expected to improve the quality of their services. These results suggest that the greatest way of making sure the hotel is competitive is through offering good service and listening to customer feedback.   SPSS 2.0 and Python 3.0 were used in the analysis of data.