An Experiential Analysis of Guest Perceptions Using SERVQUAL Dimensions in a Post-Pandemic Hospitality

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George Thomas; D. Gunaseelan

An Experiential Analysis of Guest Perceptions Using SERVQUAL Dimensions in a Post-Pandemic Hospitality

Authors: George Thomas, D. Gunaseelan

Unique Paper ID: 176373
Volume: 11
Issue: 11
PageNo: 5759-5764

Keywords: Guest Perception hospitality industry post-COVID Service Quality

Abstract:
The COVID-19 pandemic has significantly altered consumer expectations and service delivery in the hospitality industry, especially in airport hotels that cater to transient and health-conscious travelers. This study explores the impact of service quality on customer satisfaction, loyalty, and brand image in the context of Cochin’s airport hotels, utilizing the SERVQUAL model as the primary analytical framework. Data were collected from 210 guests through structured questionnaires and analyzed using SPSS version 25, employing descriptive statistics, correlation, and regression analysis. Findings indicate that among the five SERVQUAL dimensions—tangibility, reliability, responsiveness, assurance, and empathy—reliability and empathy showed the strongest influence on customer satisfaction and loyalty, while tangibility and assurance significantly impacted brand image. The study also reveals a shift in post-pandemic service expectations, with guests placing higher emphasis on hygiene, safety, and staff responsiveness. The results offer practical insights for hotel managers to redesign service protocols to align with evolving guest priorities and reinforce brand loyalty in a competitive, safety-sensitive market environment.

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Cite This Article

ISSN: 2349-6002
Volume: 11
Issue: 11
PageNo: 5759-5764

An Experiential Analysis of Guest Perceptions Using SERVQUAL Dimensions in a Post-Pandemic Hospitality

Available:https://ijirt.org/article?manuscript=176373

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UGC Approved
Journal no 47859

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