TAILIEUCHUNG - Factors affecting customer satisfaction and service quality in the boutique hotel industry of Kolkata, West Bengal

The study is to examine customers’ perception of service quality and overall satisfaction in the boutique hotel industry of Kolkata, West Bengal. The perceived service quality of hotel attributes is to be examined and the factor structure of service quality perception is to be determined. | Factors affecting customer satisfaction and service quality in the boutique hotel industry of Kolkata West Bengal International Journal of Management IJM Volume 8 Issue 6 Nov Dec 2017 pp. 130 135 Article ID IJM_08_06_014 Available online at http ijm JType IJM amp VType 8 amp IType 6 Journal Impact Factor 2016 Calculated by GISI ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication FACTORS AFFECTING CUSTOMER SATISFACTION AND SERVICE QUALITY IN THE BOUTIQUE HOTEL INDUSTRY OF KOLKATA WEST BENGAL Devlina Das Student MBA Future Business School Kolkata India Udit Chawla Assistant Professor MBA Future Business School Kolkata India Prof. Santanu Ray Director-Management Studies amp Research Future Institute of Engineering amp Management Kolkata India ABSTRACT The study is to examine customers perception of service quality and overall satisfaction in the boutique hotel industry of Kolkata West Bengal. The perceived service quality of hotel attributes is to be examined and the factor structure of service quality perception is to be determined. Some valuable insights on how customers rate the service quality of a particular hotel may be provided by the result of quantitative assessment of perceived service quality. The significant quality attributes can be improved and service quality along with business performance can be enhanced with the help of these findings. Such findings shall serve as a valuable model for hotel managers. Our objective is to determine the factors related to hospitality which lead to customer satisfaction. In the study 5 boutique hotels were identified in Kolkata West Bengal and surveys were undertaken on the different corporate customers who visited these hotels. This study found out that customer satisfaction mainly depends on 2 broad dimensions one is REASONABLE amp QUALITY FOOD and other is GENERAL REQUIREMENTS amp HOSPITALITY OF THE HOTEL . It has emerged from the study that the customers

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• Customers’ perception of service quality
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• Perceived service quality of hotel
• Structure of service quality perception
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