Exploring the Relationship Between Hotel Classification System and Service Quality: A Case Study of the Indian Hotel Industry

Tahir Sufi
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Tahir Sufi: Amity University

Chapter Chapter 11 in Case Based Research in Tourism, Travel, Hospitality and Events, 2022, pp 181-198 from Springer

Abstract: Abstract This case study explains the concept of the hotel classification system in the backdrop of its influence on hotel service quality. In addition to understanding the concept of hotel classification, the students shall also be able to understand the issues and controversies surrounding this system in India. The hotel classification systems act as a signalling mechanism to inform guests about what to expect from the hotels at various price points. The hotel classification systems around the world claim to enhance hotel service standards and better customer satisfaction. However, such systems are prone to criticisms for focussing on hotel infrastructure and failing to ensure hotel service standards. The industry experts and other stakeholders are sceptical about the classification process. Using this criticism as a backdrop, this case study investigates the relationship between the hotel classification system and service quality in India. The questionnaire method is used in this case study to explore hotel managers and customers perceptions of the influence of hotel classification on hotel service quality. The results of this case study indicate that the hotel classification system does have a positive influence on hotel service quality.

Keywords: Hotel classification system; Hotel ratings; Service quality; Customer satisfaction (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-16-4671-3_11

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DOI: 10.1007/978-981-16-4671-3_11

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