SERVQUAL MODEL IN PRACTICE: ASSESSING SERVICE QUALITY AND CUSTOMER SATISFACTION AT WITH REFERENCE TO HOTEL "THE ROMAN PARK- DURG"

Abstract

Using the SERVQUAL method, this study attempts to evaluate the level of customer satisfaction and service quality at the five-star hotel The Roman Park in Durg, India. The analysis of gap between clients' expectations and perceptions across five dimensions-empathy, assurance, responsiveness, reliability, and tangibles and This study offers insights into the performance of the services. Structured questionnaires were used to gather survey data from more than 250 visits, and Partial Least Squares Structural Equation Modelling (PLS-SEM) with SmartPLS was used for analysis. The findings indicate that, in comparison to reliability, tangibles, and empathy, responsiveness and assurance have a greater influence on consumer satisfaction.