Service Quality Management in Hotel Industry

It is an attempt to understand the role of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools which are making the hotels operations better focused and reliable and meet the customer expectations. Descriptive research design was used to know the parameters of service quality management in hospitality industry. Exploratory research design was undertaken to dig out the service quality management practices and its effectiveness. Data analysis was done and the hypothesis was tested against the collected data. It can be inferred from the study that the hotel implements continuous improvement process and quality management tools to remain competitive in the market. The study involved hotels of highly competitive market with limited number of respondents. This limited the study to hotel industry and has scope of including other hospitality service providers as well.