A study on service quality management in hotel industry by an application of structural equation modeling

The service sector plays a vital role in an economy and in shaping its future. The economies of the world are now dominated by services, which account for nearly two-thirds of the GDP and employment. The aim of the study is to identity the mediating factor which influences the service quality in the hotel industry in Kerala. Primary data has been used in this research to collect the information from the respondents for that the author has framed the structured questionnaire, addition to the questionnaire, discussion with the guest and General Manager has been made. Structural equation modeling (SEM) analysis has employed to tests the hypotheses. In according the evaluation process used by guest to assess service quality the author concludes that service quality may be defined as the discrepancy between guests’ expectations and perceptions. If the expectations are met service quality is perceived to be satisfactory; if unmet, less than satisfactory; if exceeded, more than satisfactory. In this research the expectations of the guest are in the satisfactory level. The author concludes that the Responsiveness is a mediating factor which determines service Quality.