A MULTIDIMENSIONAL SCALING OF STAR HOTELS ON SERVICE QUALITY ATTRIBUTES

Abstract

The paper highlights the significant service quality attributes of star hotels preferred by customers. The star hotels at a renowned tourist location lonavala were surveyed on the broader aspects of service quality perceptions and performance. The derived twenty two attributes were scaled up on two dimensions with respect to the responses recorded on five point likert’s scale. Further the hotels were ranked appropriately on multi dimension scaling with perceptual mapping approach.  The research investigated the strong service quality attributes preferred by the customers and the star hotels withstanding with those attributes on multidimensional scaling. The hotel brand names were intentionally preserved and undisclosed.