Service Quality and Behavioural Intention In Hotel Industry: A Path Model Analysis

Palanivelrajan B, Kannan A C


Hotel Industry is a highly competitive industry especially after the introduction of globalization. The success of service providers in the industry rest on their level of understanding and delivery of services to their customers. The service quality is the non-price weapon at the hands of the service providers. Hence, the present study focuses on the study of linkage between the service qualities and behavioral intention among the guests in the hotel industry. The study was conducted among the guests stayed at corporate hotels at Kanniyakumari, Rameshwaram and Madurai. The study concluded that the value added service quality have a significant impact on behavioral intention among the guests especially through the core, special service quality and overall customers satisfaction.


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