Budget hotels play a crucial role within the hospitality industry, and they are a trend in the tourism industry. Budget hotels are the no frills establishment offering accommodation at a minimum tariff to the people and acts as a substitute for the guest who wants a room. The service quality of any hotel is recognized to be one the most crucial part of flourishing in the hospitality industry. The modern trend of complete service quality management in the hotel industry ensures the achievement of the hotel. However, at another end to be a successful player in the hospitality industry, it is most important to concentrate on existing guest from the broad perspectives of guest satisfaction, particularly with the guest satisfaction that related to service quality as guest satisfaction is mainly hooked upon the quality of service provided to them. The research provides an understanding of the service experiences of the guest during their stay in budget hotels. SERVQUAL model is used to know the relationship between service quality and guest satisfaction in the budget hotels of Ratnagiri and Ganpatipule. Ten budget hotels from Ratnagiri and ten hotels from Ganpatipule were selected randomly. The sample consisted of one hundred and forty Guest from these twenty budget hotels in which seven guests from each hotel were selected on a convenience basis who had availed the services of these hotels. A twenty two attributes questionnaire was framed on the five dimensions of the SERVQUAL model to record the guest perception and expectation towards the service quality of the budget hotels. Data was then analyzed by finding the weighted mean of the five SERVQUAL dimensions based on guest expectation and perception, and later SERVQUAL method was used to find out the actual service gap. The study found that the service quality of budget hotels plays a vital role in guest satisfaction. Mr. Tushar Tingote | Dr. Rajesh Ragde "Role of Service Quality on Guest Satisfaction in the Budget Hotels: A Case Study of Ratnagiri and Ganpatipule" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45232.pdf Paper URL: https://www.ijtsrd.com/other-scientific-research-area/other/45232/role-of-service-quality-on-guest-satisfaction-in-the-budget-hotels-a-case-study-of-ratnagiri-and-ganpatipule/mr-tushar-tingote
This document provides an overview of Total Quality Management (TQM). It begins with definitions of quality from various quality experts and organizations. It then discusses the evolution of quality, highlighting milestones such as Eli Whitney's development of interchangeable parts. The document outlines the importance of quality and lists dimensions of quality such as conformance, performance, features, durability, and reliability. It provides a high-level historical review of TQM and highlights benefits such as increased profits, productivity, and customer satisfaction.
Total Quality Management 2Mark Materials and Question BankSanthosh Kumar
The document provides an overview of the syllabus for the course GE6757 - TOTAL QUALITY MANAGEMENT. It discusses the need for quality and evolution of quality concepts. It explains the contributions of quality gurus like Deming, Juran and Crosby to total quality management. The course objectives are to provide students with an understanding of quality and TQM principles, contributions of quality gurus, and barriers to implementing TQM. It also outlines various dimensions of quality and defines total quality.
A presentation was prepared on total quality management, general views and survey over the past 60 years. this was a collection of slides from some resources and any one can use it, under one condition, do not change the name of the presenter and the institution name,
Service quality analysis and improving customer satisfaction in automobileIAEME Publication
This document summarizes a study that uses Quality Function Deployment (QFD) to analyze service quality and improve customer satisfaction in the automobile service industry. The study uses QFD to:
1) Identify key customer needs through a survey and prioritize them. Error-free vehicle service and on-time delivery were most important.
2) Define technical requirements to meet customer needs, such as express service, pick/drop options, and status monitoring.
3) Create a relationship matrix linking customer needs and technical requirements.
4) Evaluate current performance of technical requirements and set target values to meet customer expectations.
question and answer about quality controlIzzah Noah
This document discusses questions from chapters 1 and 2 of a quality management textbook. It addresses questions about defining quality, the importance of communication and planning in quality processes, and the meaning of phrases like "cost of quality". The responses provide explanations for why quality is difficult to define, how communication and planning improve quality initiatives, and how "cost of quality" can help address quality concerns. The document also discusses theories of quality management and whether quality should solely be the responsibility of a quality department.
This document provides an overview of total quality management (TQM) concepts for engineers. It discusses the three main quality gurus - Deming, Juran, and Crosby - and their common themes around leadership commitment, continuous improvement, and preventing defects. The document also examines different definitions of quality, approaches to quality costs, customer satisfaction, and the benefits of TQM such as loyalty, market share, and productivity. The goal of TQM is continuous improvement and customer satisfaction.
Mr. terje tonsberg tqm in service organizationsqualitysummit
The document discusses total quality management (TQM) in service organizations. It defines TQM and explains that total quality aims to satisfy customers' requirements at low cost through daily commitment from all employees. The document then outlines different roles employees can play in an organization based on their contact with customers. It also discusses measuring service quality using the five dimensions of tangibles, reliability, responsiveness, assurance, and empathy.
This document provides information about getting fully solved assignments. It instructs students to send their semester and specialization name to an email address or call a phone number to receive assignments. It then lists assignment information for various MBA programs, including subject code, name, semester, and credits. It provides examples of questions and answers that would be included in the assignments.
This document provides an overview of Total Quality Management (TQM). It begins with definitions of quality from various quality experts and organizations. It then discusses the evolution of quality, highlighting milestones such as Eli Whitney's development of interchangeable parts. The document outlines the importance of quality and lists dimensions of quality such as conformance, performance, features, durability, and reliability. It provides a high-level historical review of TQM and highlights benefits such as increased profits, productivity, and customer satisfaction.
Total Quality Management 2Mark Materials and Question BankSanthosh Kumar
The document provides an overview of the syllabus for the course GE6757 - TOTAL QUALITY MANAGEMENT. It discusses the need for quality and evolution of quality concepts. It explains the contributions of quality gurus like Deming, Juran and Crosby to total quality management. The course objectives are to provide students with an understanding of quality and TQM principles, contributions of quality gurus, and barriers to implementing TQM. It also outlines various dimensions of quality and defines total quality.
A presentation was prepared on total quality management, general views and survey over the past 60 years. this was a collection of slides from some resources and any one can use it, under one condition, do not change the name of the presenter and the institution name,
Service quality analysis and improving customer satisfaction in automobileIAEME Publication
This document summarizes a study that uses Quality Function Deployment (QFD) to analyze service quality and improve customer satisfaction in the automobile service industry. The study uses QFD to:
1) Identify key customer needs through a survey and prioritize them. Error-free vehicle service and on-time delivery were most important.
2) Define technical requirements to meet customer needs, such as express service, pick/drop options, and status monitoring.
3) Create a relationship matrix linking customer needs and technical requirements.
4) Evaluate current performance of technical requirements and set target values to meet customer expectations.
question and answer about quality controlIzzah Noah
This document discusses questions from chapters 1 and 2 of a quality management textbook. It addresses questions about defining quality, the importance of communication and planning in quality processes, and the meaning of phrases like "cost of quality". The responses provide explanations for why quality is difficult to define, how communication and planning improve quality initiatives, and how "cost of quality" can help address quality concerns. The document also discusses theories of quality management and whether quality should solely be the responsibility of a quality department.
This document provides an overview of total quality management (TQM) concepts for engineers. It discusses the three main quality gurus - Deming, Juran, and Crosby - and their common themes around leadership commitment, continuous improvement, and preventing defects. The document also examines different definitions of quality, approaches to quality costs, customer satisfaction, and the benefits of TQM such as loyalty, market share, and productivity. The goal of TQM is continuous improvement and customer satisfaction.
Mr. terje tonsberg tqm in service organizationsqualitysummit
The document discusses total quality management (TQM) in service organizations. It defines TQM and explains that total quality aims to satisfy customers' requirements at low cost through daily commitment from all employees. The document then outlines different roles employees can play in an organization based on their contact with customers. It also discusses measuring service quality using the five dimensions of tangibles, reliability, responsiveness, assurance, and empathy.
This document provides information about getting fully solved assignments. It instructs students to send their semester and specialization name to an email address or call a phone number to receive assignments. It then lists assignment information for various MBA programs, including subject code, name, semester, and credits. It provides examples of questions and answers that would be included in the assignments.
Getting deep insight of service quality modelsdeshwal852
Customer satisfaction is the only way to remain in business for the entrepreneurs. Service quality is the weapon in the hands of businessman by which they can retain the customers. Service quality is a crucial factor for the success of the business firm; if the service provider is rightly aware about the different dimensions of the service quality then it is easy to make the customers satisfied. The present paper makes
an attempt to discuss the various service quality models with reference to pertinent literature.
- Quality is difficult to define because different people have different perspectives on what constitutes quality. To improve understanding of quality, it is important to recognize differences in functional definitions of quality and look to existing definitions from quality experts.
- Communication and planning are important parts of the quality management process. Poor communication and lack of planning can negatively impact quality improvement initiatives and lead to issues like miscommunication, lack of coordination, and inability to meet goals.
- The concept of "cost of quality" helps firms address quality concerns by making them aware that poor quality results in costs from rework, delays, and other issues. It is better to invest in preventing quality problems than dealing with the costs from non-conformance after the fact
The document discusses quality and several quality gurus. It defines quality according to dictionaries and standards and introduces seven key quality gurus: W. Edwards Deming, Joseph Juran, Philip Crosby, Shigeo Shingo, Kaoru Ishikawa, Yoshio Kondo, and Taiichi Ohno. It provides brief biographies of each guru and summaries of their major contributions to quality management philosophies.
OPERATION MANAGEMENT 4th SEM WINTER 2013 SOLVED ASSIGNMENTSsmumbahelp
This document provides information about an assignment for a quality management course. It includes the program details, subject code and name, credits, marks, and 6 questions related to quality management. The questions range from short notes and definitions to case studies and analyses. Students are instructed to answer all questions, with some answers requiring approximately 400 words.
Muhammad Salman Jamil introduced himself and provided his work experience and education credentials. He then outlined the topics to be covered in Lecture 1 on Total Quality Management (TQM), including definitions of TQM, frameworks, pioneers in the field, obstacles to implementation, and benefits. TQM aims to achieve excellence through continuous improvement and customer focus using a philosophical approach to management. It relies on principles like management commitment, treating suppliers as partners, and establishing performance measures.
This document summarizes a research paper on the relationship between service quality and customer satisfaction in the Sri Lankan hotel industry. It provides background on Sri Lanka's tourism industry and importance of service quality for hotels. The paper aims to examine the relationship between service quality and customer satisfaction in hotels, and identify major elements of each. A literature review covers definitions of service quality and its dimensions of tangibility, reliability, responsiveness, assurance and empathy. The methodology used quantitative methods including questionnaires and statistical analysis to understand the relationship between service quality and customer satisfaction.
This document provides an introduction to quality management. It discusses the brief history of the quality revolution and contributions from quality gurus like Deming, Juran, and Crosby. It defines quality as meeting or exceeding customer expectations. Quality is important for customer satisfaction, competitiveness, and long-term success. The document introduces total quality management principles and types of quality efforts. It also discusses quality awards and terminology. Finally, it covers the differences between leadership and management as well as the role of quality professionals in connecting various organizational functions.
Three experts on Total Quality ManagementLena Argosino
This document provides a summary and comparison of the quality management approaches advocated by three experts: Philip Crosby, W. Edwards Deming, and Joseph Juran. It describes how each expert defines quality differently and emphasizes different aspects of quality management programs, such as the role of leadership, process improvement methods, and employee involvement. The document was written to help organizations understand the different approaches as the Navy adopted a quality management program based on Deming's philosophy. It aims to clarify what total quality leadership involves and how it can be applied within complex organizations like the Department of the Navy.
Evaluation of Total Quality Management Implementation as Engineering Practice...IOSR Journals
This document evaluates the implementation of total quality management (TQM) as an engineering practice in Jordanian construction projects. It analyzes TQM implementation based on two key factors - continuous improvement and customer satisfaction - by examining how four ISO 9001-2008 requirements are applied across different project phases. A questionnaire survey of 177 engineers found that overall, TQM implementation was at a moderate level in most project phases in Jordan, with some weaknesses identified, such as inadequate analysis, lack of third-party reviews, and insufficient responsibility authorization in certain phases. The study concludes that while TQM factors are applied, some improvements are needed for fully effective quality management in Jordanian construction.
The origins of the quality movement can be traced back to 1382 when a merchant in Canterbury, England was fined for selling rotten fish. Throughout history, quality was important due to scarce resources and handcrafted goods being expensive. During the Industrial Revolution, interchangeable parts were emphasized over craftsmanship. Eli Whitney's musket contract highlighted issues with process variation. After World War II, quality experts like Deming introduced statistical process control in Japan, transforming their industry and allowing them to surpass Western manufacturers in quality. Global quality standards like ISO were later established as quality became recognized as essential to business success.
This document provides a historical overview of quality management from 1450 BC to the present. It describes how various ancient civilizations like the Egyptians and Zhou Dynasty in China incorporated measurement, inspection, and standards into building and manufacturing. It then outlines the development of quality practices and standards from the Middle Ages through craft guilds, the Industrial Revolution, Scientific Management, and the modern quality revolution driven by figures like Deming and Juran which led to standards like ISO 9000 and quality awards.
Total Quality Management (TQM) is a management approach focused on customer satisfaction. It involves organization-wide commitment to quality and continuous process improvement. The document discusses definitions of quality by Deming, Juran, and Crosby. It also summarizes five approaches to defining quality, differences between old and new quality, dimensions of product quality, the historical evolution of TQM, benefits of TQM, what Six Sigma is, the DMAIC process in Six Sigma, and concludes with a call for action plans to support quality.
Day 1 QUALITY EVOLUTION & ITS DIMENSIONSSankar Lal
This document discusses the concepts and principles of Total Quality Management. It begins by asking the audience to define quality in their own words. It then discusses various definitions of quality provided by quality gurus and experts. The document outlines the key dimensions of quality for both products and services. These dimensions include performance, features, conformance, reliability, durability, and more. It provides examples of how these dimensions apply to products like cars and services like airlines. Finally, the document traces the evolution of quality concepts from the 1950s with American and Japanese experts to the Western gurus who helped develop total quality management approaches.
The document discusses research methodology for a study on service quality in the Indian airline industry. The objectives are to study service quality dimensions, compare different airlines' service quality, and understand any gaps between management and customer perceptions. The research design is descriptive. Data was collected through primary customer questionnaires and secondary sources. A non-probability convenience sample of 200 customers was used. Limitations include only studying 4 airlines and domestic services due to constraints. The document then discusses the concept of services, their key characteristics, classifications, and the tangibility spectrum. It notes that marketing of services differs from products, with an expanded marketing mix that includes more process and people elements.
The document provides an overview of quality management concepts including:
- Definitions of quality from different perspectives including consumers and producers
- Dimensions of quality for manufactured products and services
- Total quality management principles including customer focus, leadership, and continuous improvement
- Contributions of quality gurus like Deming, Juran, and Crosby
- Tools for quality improvement like quality circles, Deming's PDCA cycle, and Six Sigma
- Implications of quality management for strategy, employees, information technology, and costs
Tata Steel has implemented various TQM practices over five phases from 1988 to present. This included establishing ISO standards, quality circles, Six Sigma, and cross-functional management. Tata Steel measures success through improved EBITDA, revenue, quality defects, supply chain performance, and new product development. Implementing a total integrated TQM framework along with policies, daily management, employee involvement, and cross-functional management has helped Tata Steel achieve world-class status.
This document discusses quality control and quality planning. It defines quality as how well a product satisfies customer needs. Quality has dimensions like performance, features, conformity, reliability and durability. Quality statements set the organization's intentions for quality, including vision statements describing long-term goals, mission statements explaining the organization's purpose, and quality policies guiding how quality is provided to customers. Quality planning establishes goals, identifies customers and needs, and develops product and process features to achieve quality objectives. Quality control fixes standards, measures quality, compares to standards, finds variations, examines defects, and takes corrective actions in an ongoing cycle of improvement.
Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in An...ijtsrd
Hotel management scholars consider service quality a precedent to guest satisfaction, but the reasons why guests revisit a hotel and how to deliver a high quality service from hotels in Anambra State have remained unanswered. This study investigated service quality dimensions of reliability, assurance, tangibility, empathy and responsiveness, and related them to guest satisfaction in the selected hotels in Awka, Onitsha and Nnewi, representing the three senatorial zones in Anambra State, using the proportionate stratified random sampling STRS technique. A sample size of 138 respondents was derived using Topman formula out of which 123 copies were correctly filled, returned and used in the analysis. Data was analyzed using descriptive statistics and Pearson Product Moment Correlation. The findings revealed that Responsiveness has the highest level of coefficient of which is r = 0.999 followed by Assurance r = 0.995 and Tangibility r = 0.987, Reliability r = 0.956 and Empathy r = 0.956 , with degree of freedom 0.05. Based on the findings, it was concluded that there is a strong positive relationship in all the five dimensions of service quality Reliability, Assurance, Tangibility, Empathy and Responsiveness in the hotel industry. It was therefore recommended that hotel operators should give priority attention to Responsiveness dimension of their Service Quality by providing prompt services to guests at all times Staff should be willing to help their customers when needed. They should also focus on the special needs of customers, having the best interests of their customers at heart, and quickly apologizing to their guests when they make mistakes. They should also give attention to their Physical facilities, acquire modern equipment, and hotel staff should always look tidy and clean. Hotels must also prevent, detect and eliminate service quality gaps as early as possible in any service operation. The employees should be trained on how to interact with their customers and customers’ benefit packages should be tailored towards the dimensions of service quality – Reliability, Assurance, Tangibles, Empathy and Responsiveness. Uju Mary Onubogu | Promise Chika Oparah "Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46327.pdf Paper URL: https://www.ijtsrd.com/management/marketing/46327/influence-of-service-quality-on-guests’-satisfaction-in-selected-hotels-in-anambra-state/uju-mary-onubogu
Getting deep insight of service quality modelsdeshwal852
Customer satisfaction is the only way to remain in business for the entrepreneurs. Service quality is the weapon in the hands of businessman by which they can retain the customers. Service quality is a crucial factor for the success of the business firm; if the service provider is rightly aware about the different dimensions of the service quality then it is easy to make the customers satisfied. The present paper makes
an attempt to discuss the various service quality models with reference to pertinent literature.
- Quality is difficult to define because different people have different perspectives on what constitutes quality. To improve understanding of quality, it is important to recognize differences in functional definitions of quality and look to existing definitions from quality experts.
- Communication and planning are important parts of the quality management process. Poor communication and lack of planning can negatively impact quality improvement initiatives and lead to issues like miscommunication, lack of coordination, and inability to meet goals.
- The concept of "cost of quality" helps firms address quality concerns by making them aware that poor quality results in costs from rework, delays, and other issues. It is better to invest in preventing quality problems than dealing with the costs from non-conformance after the fact
The document discusses quality and several quality gurus. It defines quality according to dictionaries and standards and introduces seven key quality gurus: W. Edwards Deming, Joseph Juran, Philip Crosby, Shigeo Shingo, Kaoru Ishikawa, Yoshio Kondo, and Taiichi Ohno. It provides brief biographies of each guru and summaries of their major contributions to quality management philosophies.
OPERATION MANAGEMENT 4th SEM WINTER 2013 SOLVED ASSIGNMENTSsmumbahelp
This document provides information about an assignment for a quality management course. It includes the program details, subject code and name, credits, marks, and 6 questions related to quality management. The questions range from short notes and definitions to case studies and analyses. Students are instructed to answer all questions, with some answers requiring approximately 400 words.
Muhammad Salman Jamil introduced himself and provided his work experience and education credentials. He then outlined the topics to be covered in Lecture 1 on Total Quality Management (TQM), including definitions of TQM, frameworks, pioneers in the field, obstacles to implementation, and benefits. TQM aims to achieve excellence through continuous improvement and customer focus using a philosophical approach to management. It relies on principles like management commitment, treating suppliers as partners, and establishing performance measures.
This document summarizes a research paper on the relationship between service quality and customer satisfaction in the Sri Lankan hotel industry. It provides background on Sri Lanka's tourism industry and importance of service quality for hotels. The paper aims to examine the relationship between service quality and customer satisfaction in hotels, and identify major elements of each. A literature review covers definitions of service quality and its dimensions of tangibility, reliability, responsiveness, assurance and empathy. The methodology used quantitative methods including questionnaires and statistical analysis to understand the relationship between service quality and customer satisfaction.
This document provides an introduction to quality management. It discusses the brief history of the quality revolution and contributions from quality gurus like Deming, Juran, and Crosby. It defines quality as meeting or exceeding customer expectations. Quality is important for customer satisfaction, competitiveness, and long-term success. The document introduces total quality management principles and types of quality efforts. It also discusses quality awards and terminology. Finally, it covers the differences between leadership and management as well as the role of quality professionals in connecting various organizational functions.
Three experts on Total Quality ManagementLena Argosino
This document provides a summary and comparison of the quality management approaches advocated by three experts: Philip Crosby, W. Edwards Deming, and Joseph Juran. It describes how each expert defines quality differently and emphasizes different aspects of quality management programs, such as the role of leadership, process improvement methods, and employee involvement. The document was written to help organizations understand the different approaches as the Navy adopted a quality management program based on Deming's philosophy. It aims to clarify what total quality leadership involves and how it can be applied within complex organizations like the Department of the Navy.
Evaluation of Total Quality Management Implementation as Engineering Practice...IOSR Journals
This document evaluates the implementation of total quality management (TQM) as an engineering practice in Jordanian construction projects. It analyzes TQM implementation based on two key factors - continuous improvement and customer satisfaction - by examining how four ISO 9001-2008 requirements are applied across different project phases. A questionnaire survey of 177 engineers found that overall, TQM implementation was at a moderate level in most project phases in Jordan, with some weaknesses identified, such as inadequate analysis, lack of third-party reviews, and insufficient responsibility authorization in certain phases. The study concludes that while TQM factors are applied, some improvements are needed for fully effective quality management in Jordanian construction.
The origins of the quality movement can be traced back to 1382 when a merchant in Canterbury, England was fined for selling rotten fish. Throughout history, quality was important due to scarce resources and handcrafted goods being expensive. During the Industrial Revolution, interchangeable parts were emphasized over craftsmanship. Eli Whitney's musket contract highlighted issues with process variation. After World War II, quality experts like Deming introduced statistical process control in Japan, transforming their industry and allowing them to surpass Western manufacturers in quality. Global quality standards like ISO were later established as quality became recognized as essential to business success.
This document provides a historical overview of quality management from 1450 BC to the present. It describes how various ancient civilizations like the Egyptians and Zhou Dynasty in China incorporated measurement, inspection, and standards into building and manufacturing. It then outlines the development of quality practices and standards from the Middle Ages through craft guilds, the Industrial Revolution, Scientific Management, and the modern quality revolution driven by figures like Deming and Juran which led to standards like ISO 9000 and quality awards.
Total Quality Management (TQM) is a management approach focused on customer satisfaction. It involves organization-wide commitment to quality and continuous process improvement. The document discusses definitions of quality by Deming, Juran, and Crosby. It also summarizes five approaches to defining quality, differences between old and new quality, dimensions of product quality, the historical evolution of TQM, benefits of TQM, what Six Sigma is, the DMAIC process in Six Sigma, and concludes with a call for action plans to support quality.
Day 1 QUALITY EVOLUTION & ITS DIMENSIONSSankar Lal
This document discusses the concepts and principles of Total Quality Management. It begins by asking the audience to define quality in their own words. It then discusses various definitions of quality provided by quality gurus and experts. The document outlines the key dimensions of quality for both products and services. These dimensions include performance, features, conformance, reliability, durability, and more. It provides examples of how these dimensions apply to products like cars and services like airlines. Finally, the document traces the evolution of quality concepts from the 1950s with American and Japanese experts to the Western gurus who helped develop total quality management approaches.
The document discusses research methodology for a study on service quality in the Indian airline industry. The objectives are to study service quality dimensions, compare different airlines' service quality, and understand any gaps between management and customer perceptions. The research design is descriptive. Data was collected through primary customer questionnaires and secondary sources. A non-probability convenience sample of 200 customers was used. Limitations include only studying 4 airlines and domestic services due to constraints. The document then discusses the concept of services, their key characteristics, classifications, and the tangibility spectrum. It notes that marketing of services differs from products, with an expanded marketing mix that includes more process and people elements.
The document provides an overview of quality management concepts including:
- Definitions of quality from different perspectives including consumers and producers
- Dimensions of quality for manufactured products and services
- Total quality management principles including customer focus, leadership, and continuous improvement
- Contributions of quality gurus like Deming, Juran, and Crosby
- Tools for quality improvement like quality circles, Deming's PDCA cycle, and Six Sigma
- Implications of quality management for strategy, employees, information technology, and costs
Tata Steel has implemented various TQM practices over five phases from 1988 to present. This included establishing ISO standards, quality circles, Six Sigma, and cross-functional management. Tata Steel measures success through improved EBITDA, revenue, quality defects, supply chain performance, and new product development. Implementing a total integrated TQM framework along with policies, daily management, employee involvement, and cross-functional management has helped Tata Steel achieve world-class status.
This document discusses quality control and quality planning. It defines quality as how well a product satisfies customer needs. Quality has dimensions like performance, features, conformity, reliability and durability. Quality statements set the organization's intentions for quality, including vision statements describing long-term goals, mission statements explaining the organization's purpose, and quality policies guiding how quality is provided to customers. Quality planning establishes goals, identifies customers and needs, and develops product and process features to achieve quality objectives. Quality control fixes standards, measures quality, compares to standards, finds variations, examines defects, and takes corrective actions in an ongoing cycle of improvement.
Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in An...ijtsrd
Hotel management scholars consider service quality a precedent to guest satisfaction, but the reasons why guests revisit a hotel and how to deliver a high quality service from hotels in Anambra State have remained unanswered. This study investigated service quality dimensions of reliability, assurance, tangibility, empathy and responsiveness, and related them to guest satisfaction in the selected hotels in Awka, Onitsha and Nnewi, representing the three senatorial zones in Anambra State, using the proportionate stratified random sampling STRS technique. A sample size of 138 respondents was derived using Topman formula out of which 123 copies were correctly filled, returned and used in the analysis. Data was analyzed using descriptive statistics and Pearson Product Moment Correlation. The findings revealed that Responsiveness has the highest level of coefficient of which is r = 0.999 followed by Assurance r = 0.995 and Tangibility r = 0.987, Reliability r = 0.956 and Empathy r = 0.956 , with degree of freedom 0.05. Based on the findings, it was concluded that there is a strong positive relationship in all the five dimensions of service quality Reliability, Assurance, Tangibility, Empathy and Responsiveness in the hotel industry. It was therefore recommended that hotel operators should give priority attention to Responsiveness dimension of their Service Quality by providing prompt services to guests at all times Staff should be willing to help their customers when needed. They should also focus on the special needs of customers, having the best interests of their customers at heart, and quickly apologizing to their guests when they make mistakes. They should also give attention to their Physical facilities, acquire modern equipment, and hotel staff should always look tidy and clean. Hotels must also prevent, detect and eliminate service quality gaps as early as possible in any service operation. The employees should be trained on how to interact with their customers and customers’ benefit packages should be tailored towards the dimensions of service quality – Reliability, Assurance, Tangibles, Empathy and Responsiveness. Uju Mary Onubogu | Promise Chika Oparah "Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46327.pdf Paper URL: https://www.ijtsrd.com/management/marketing/46327/influence-of-service-quality-on-guests’-satisfaction-in-selected-hotels-in-anambra-state/uju-mary-onubogu
Hotels which purely operate with a commercial business purpose consider the customer is the king!’ And, if we believe this it is also important to know how to make them happy. Recent days customers expect lot of good services more than their expectations Hence, it is mandatory that employees approach and interaction with the guests play a predominant role in the satisfaction and retention of them. The study focused on identifying the customers’ perception towards the laundry and bar services that are provided by the leading star hotels in Salem city, Tamilnadu, South India from the 300 customers who had stayed in the said hotels. Descriptive research design with exploratory approach and non-scientific sampling method with purposive sampling technique was used in this study to get the actual perception of the customers. Concrete suggestions and measures to be implemented are suggested.
Service Reliability Impact on Business with Reference to „Three Star Hotels‟ ...Dr. Amarjeet Singh
Reliability and trustworthiness are the most vital
success factors in any business to sustain, survive and
succeed, this tag line also applicable for service industries
like Hotels. Customer satisfaction is a collective outcome of
perception, evaluation, and psychological reaction to the
Service quality. Due to the increasing competition of Hotel
business and the high demand of the customers, service
quality is the fundamental factor to measure customer‟s
satisfaction within such business. The primarily purpose of
this study is to determine the influence of reliability
dimension of „Three Star Hotels „customers satisfaction.
Required data was collected through customers‟ survey. For
conducting customers‟ survey likert scale based
questionnaire was developed after review of literature.
However, customers were selected by random sampling
method and a sample size of 100 has been taken. The
reliability of construct was tested by using Cronbach‟s alpha
test, using SPSS 20. Cronbach‟s alpha coefficients were
calculated 0.788 for the questionnaire survey. The findings
show that there is a very strong relationship between quality
of service (Reliability) and customer satisfaction. On the
basis of the conclusion made, Reliability in Hotel business
was representing the ability of the web site to fulfil customer
requirement correctly, deliver promptly, and keep
belongings secure.
This document summarizes a research paper that examines the impact of service quality on customer satisfaction in the hospitality industry. The paper reviews literature on key concepts of service quality and customer satisfaction. It establishes five hypotheses about the relationship between the dimensions of service quality (empathy, reliability, responsiveness, assurance and tangible) and customer satisfaction. The purpose is to analyze customer comments from a hotel in Erbil, Kurdistan to evaluate how service quality impacts customer satisfaction and the hotel's reputation. A research model is presented and the study aims to identify which service quality factors most influence guest satisfaction.
Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction...AI Publications
Hospitality industry is a billion dollars industry, which includes many activities, from which main is hotel business, tourism services, event planning and transportation. This industry is a quick growing industry, where main factors are service quality and customer satisfaction. No any hospitality industry property will not survive if they are not oriented on their consumers, notably, to meet their needs, requirements and expectations, so that the image of the company will enhance. The hospitality industry faces with different difficulties than organizations which produce products due to the dissimilar nature of service in comparison with a product. In service industry there is a greater probability to fail, rather than in product sales. Service quality has been revealed as a key factor in search for sustainable competitive advantage. Satisfying and retaining customer has been recognized as an important factor in hospitality industry. Nowadays like never before, fulfilling consumers’ requests remains the greatest challenge. In the hospitality industry, the consumer is not only the part of the actual consumption process, but moreover often has preset service and quality perspectives. Today’s hospitality industry customer is increasing time poor, more sophisticated and more demanding. The main purpose of this study is to reveal the impact of service quality on customer satisfaction. The findings of the study will show influence of different service quality dimensions on satisfaction level in Hotels. A quantitative method used to analyze this study. A random sampling method used to distribute and gather data. 111 participants were involved in this study. This study proved that four of service quality dimensions (empathy, responsiveness, assurance and tangible) have positive relation with customer satisfaction, except reliability had negative relation with customer satisfaction.
Determinants of customer satisfaction in hotel industryAamna Shakeel
This document summarizes a research study that examined determinants of customer satisfaction in the hotel industry of Pakistan. The study investigated the relationship between service quality, service features, and customer satisfaction on future intentions. A survey was administered to customers of major hotels in Pakistan. The results of the study found that improved service quality and superior service features increased customer satisfaction. Additionally, satisfied customers were more likely to return and recommend the hotel in the future. Thus, the study concluded that enhancing service quality and features leads to greater customer satisfaction and future intentions.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
This research proposal aims to measure customer satisfaction between two local banks in Islamabad using the SERVQUAL model. The researcher will administer surveys using SERVQUAL's 22 questions to measure the gap between customers' expectations and perceptions of service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Descriptive statistics and t-tests will analyze the results to determine which dimensions most influence customer satisfaction and identify opportunities to improve service quality at each bank. The findings could help bank managers enhance their customer focus and service performance.
An Empirical Study on Food and Beverage Service Quality and Customer Satisfac...Dr. Amarjeet Singh
The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards. However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.
Developing service delivery standards for the hospitality industry in ghanaAlexander Decker
This document summarizes a study on developing service delivery standards for Ghana's hospitality industry. It discusses key concepts like service and service quality. Some of the main challenges facing hotels in Ghana are differences in quality across hotels, cultural factors, economic limitations, and meeting expectations of both local and international tourists. The study examines how factors like staff reliability, competence, cultural influences, and customer expectations impact service quality. It suggests Ghana can improve its hospitality industry by better understanding diverse customer groups and developing standardized quality measures that reflect local conditions.
Enhancing Gust’s Loyalty in Luxury Hotel through Hotel’s AmbienceIJERA Editor
Hotel guest loyalty is of the utmost importance given the competitive nature of the lodging sector. The
increasing expansion of hotels into other hospitality and related areas amplifies the continuing importance of
guest loyalty and the need to ensure guests „recurring reservations at a perceived favorite hotel.in the customer
oriented era, relationship with customers in the all of purchasing cycle and its effect on customer satisfaction
and loyalty has become a vital duty for hoteliers . Moreover, the impact of physical environment on consumer
behavior, is particularly apparent for service business such as hotels. Based on the reviewed literature study
about effect of Electronic customer relationship management (e-CRM)on customer loyalty through customer
satisfaction considering moderating effect of hotel‟s ambience on the relationship between Electronic customer
relationship management (e-CRM)and customer satisfaction as well as customer satisfaction and customer
loyalty is few and far between .Therefore, the objective of the study is to examine the effect of Electronic
customer relationship management (e-CRM) on customer loyalty through customer satisfaction considering the
moderating effect of hotel ambiance on the proposed relationships. A quantitative methodology using a crosssectional
survey method was used to investigate the relationship between variables. Data were collected from a
convenience sampling of 384 guests of four and five- star hotels in Kuala Lumpur. The overall response rate
was 66.74% (n=276). The relationships between variables were examined using structural equation modelling
(SEM) technique and partial least squares (PLS) software was used. The results revealed there is a direct and
significant relationship between Electronic customer relationship management (e-CRM) and customer
satisfaction. Moreover, the results disclosed Electronic customer relationship management (e-CRM) through the
mediating variable customer satisfaction has a positive effect on customer loyalty. Furthermore, the results
confirmed that the relationship between Electronic customer relationship management (e-CRM) and customer
satisfaction as well as customer satisfaction and loyalty has been moderated by hotel‟s ambience. The study
applied S-O-R, to develop a new theoretical framework to provide a new way to enhance customer loyalty in
four and five star hotels through examining the moderating effect of hotel„s ambiance on the relationship
between ECRM and customer satisfaction and loyalty . Therefore, the study has provided a new scholarly
evidence to enhance customer loyalty in the luxury four and five-star hotel. Moreover, the study provides a
new approach to hoteliers to increase customer satisfaction and loyalty.
This document summarizes a study on the perceived service quality of guests at select hotels in Salem City, India. The study examined five hotels and surveyed 500 guests across five common service quality dimensions: assurance, empathy, reliability, responsiveness, and tangibility. Statistical analysis revealed issues like lack of staff involvement, delays, higher fees, and lack of transparency negatively impacted customers' perceptions. The study concluded improving staff training, standardizing service times, soliciting customer feedback, and enhancing quality initiatives could help address problems and better meet customers' expectations of service quality. Recommendations were made to help the select hotels strengthen their service performance.
A Literature Review On Factors Affecting Service Quality In RestaurantsGina Rizzo
This document discusses factors that affect service quality in restaurants. It begins by reviewing various models that have been developed to measure service quality, including SERVQUAL and SERVPERF. It then discusses dimensions of service quality according to different researchers, such as the technical quality of outcomes, functional quality of encounters, and corporate image. The document focuses on instruments that have been used to measure service quality in restaurants specifically, noting that food quality, physical environment, and service are important factors. It concludes by examining expectations customers have of restaurants and factors found to influence perceptions of service quality.
This document discusses improving service quality in Ghana's tourism industry. It begins with an abstract that outlines studying service quality's impact on tourism performance in Ghana's central region. 200 tourists completed surveys measuring their perceptions of five service quality dimensions: tangibility, reliability, responsiveness, empathy, and assurance. The results showed higher service quality leads to higher customer satisfaction.
The introduction provides background on service quality and customer satisfaction being important for competitive advantage. It also defines service quality and outlines challenges facing Ghana's tourism industry like infrastructure issues. The literature review covers Ghana's tourism industry and potential, challenges it faces, and models for measuring service quality like SERVQUAL.
International Journal of Research in Advent Technology (IJRAT),
VOLUME-7 ISSUE-11, NOVEMBER 2019,
ISSN: 2321-9637 (Online),
Published By: MG Aricent Pvt Ltd
‘Six Sigma Technique’ A Journey Through its Implementationijtsrd
The manufacturing industries all over the world are facing tough challenges for growth, development and sustainability in today’s competitive environment. They have to achieve apex position by adapting with the global competitive environment by delivering goods and services at low cost, prime quality and better price to increase wealth and consumer satisfaction. Cost Management ensures profit, growth and sustainability of the business with implementation of Continuous Improvement Technique like Six Sigma. This leads to optimize Business performance. The method drives for customer satisfaction, low variation, reduction in waste and cycle time resulting into a competitive advantage over other industries which did not implement it. The main objective of this paper ‘Six Sigma Technique A Journey Through Its Implementation’ is to conceptualize the effectiveness of Six Sigma Technique through the journey of its implementation. Aditi Sunilkumar Ghosalkar "‘Six Sigma Technique’: A Journey Through its Implementation" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64546.pdf Paper Url: https://www.ijtsrd.com/other-scientific-research-area/other/64546/‘six-sigma-technique’-a-journey-through-its-implementation/aditi-sunilkumar-ghosalkar
Edge Computing in Space Enhancing Data Processing and Communication for Space...ijtsrd
Edge computing, a paradigm that involves processing data closer to its source, has gained significant attention for its potential to revolutionize data processing and communication in space missions. With the increasing complexity and data volume generated by modern space missions, traditional centralized computing approaches face challenges related to latency, bandwidth, and security. Edge computing in space, involving on board processing and analysis of data, offers promising solutions to these challenges. This paper explores the concept of edge computing in space, its benefits, applications, and future prospects in enhancing space missions. Manish Verma "Edge Computing in Space: Enhancing Data Processing and Communication for Space Missions" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64541.pdf Paper Url: https://www.ijtsrd.com/computer-science/artificial-intelligence/64541/edge-computing-in-space-enhancing-data-processing-and-communication-for-space-missions/manish-verma
Dynamics of Communal Politics in 21st Century India Challenges and Prospectsijtsrd
Communal politics in India has evolved through centuries, weaving a complex tapestry shaped by historical legacies, colonial influences, and contemporary socio political transformations. This research comprehensively examines the dynamics of communal politics in 21st century India, emphasizing its historical roots, socio political dynamics, economic implications, challenges, and prospects for mitigation. The historical perspective unravels the intricate interplay of religious identities and power dynamics from ancient civilizations to the impact of colonial rule, providing insights into the evolution of communalism. The socio political dynamics section delves into the contemporary manifestations, exploring the roles of identity politics, socio economic disparities, and globalization. The economic implications section highlights how communal politics intersects with economic issues, perpetuating disparities and influencing resource allocation. Challenges posed by communal politics are scrutinized, revealing multifaceted issues ranging from social fragmentation to threats against democratic values. The prospects for mitigation present a multifaceted approach, incorporating policy interventions, community engagement, and educational initiatives. The paper conducts a comparative analysis with international examples, identifying common patterns such as identity politics and economic disparities. It also examines unique challenges, emphasizing Indias diverse religious landscape, historical legacy, and secular framework. Lessons for effective strategies are drawn from international experiences, offering insights into inclusive policies, interfaith dialogue, media regulation, and global cooperation. By scrutinizing historical epochs, contemporary dynamics, economic implications, and international comparisons, this research provides a comprehensive understanding of communal politics in India. The proposed strategies for mitigation underscore the importance of a holistic approach to foster social harmony, inclusivity, and democratic values. Rose Hossain "Dynamics of Communal Politics in 21st Century India: Challenges and Prospects" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64528.pdf Paper Url: https://www.ijtsrd.com/humanities-and-the-arts/history/64528/dynamics-of-communal-politics-in-21st-century-india-challenges-and-prospects/rose-hossain
Assess Perspective and Knowledge of Healthcare Providers Towards Elehealth in...ijtsrd
Background and Objective Telehealth has become a well known tool for the delivery of health care in Saudi Arabia, and the perspective and knowledge of healthcare providers are influential in the implementation, adoption and advancement of the method. This systematic review was conducted to examine the current literature base regarding telehealth and the related healthcare professional perspective and knowledge in the Kingdom of Saudi Arabia. Materials and Methods This systematic review was conducted by searching 7 databases including, MEDLINE, CINHAL, Web of Science, Scopus, PubMed, PsycINFO, and ProQuest Central. Studies on healthcare practitioners telehealth knowledge and perspectives published in English in Saudi Arabia from 2000 to 2023 were included. Boland directed this comprehensive review. The researchers examined each connected study using the AXIS tool, which evaluates cross sectional systematic reviews. Narrative synthesis was used to summarise and convey the data. Results Out of 1840 search results, 10 studies were included. Positive outlook and limited knowledge among providers were seen across trials. Healthcare professionals like telehealth for its ability to improve quality, access, and delivery, save time and money, and be successful. Age, gender, occupation, and work experience also affect health workers knowledge. In Saudi Arabia, healthcare professionals face inadequate expert assistance, patient privacy, internet connection concerns, lack of training courses, lack of telehealth understanding, and high costs while performing telemedicine. Conclusions Healthcare practitioners telehealth perceptions and knowledge were examined in this systematic study. Its collection of concerned experts different personal attitudes and expertise would help enhance telehealths implementation in Saudi Arabia, develop its healthcare delivery alternative, and eliminate frequent problems. Badriah Mousa I Mulayhi | Dr. Jomin George | Judy Jenkins "Assess Perspective and Knowledge of Healthcare Providers Towards Elehealth in Saudi Arabia: A Systematic Review" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64535.pdf Paper Url: https://www.ijtsrd.com/medicine/other/64535/assess-perspective-and-knowledge-of-healthcare-providers-towards-elehealth-in-saudi-arabia-a-systematic-review/badriah-mousa-i-mulayhi
The Impact of Digital Media on the Decentralization of Power and the Erosion ...ijtsrd
The impact of digital media on the distribution of power and the weakening of traditional gatekeepers has gained considerable attention in recent years. The adoption of digital technologies and the internet has resulted in declining influence and power for traditional gatekeepers such as publishing houses and news organizations. Simultaneously, digital media has facilitated the emergence of new voices and players in the media industry. Digital medias impact on power decentralization and gatekeeper erosion is visible in several ways. One significant aspect is the democratization of information, which enables anyone with an internet connection to publish and share content globally, leading to citizen journalism and bypassing traditional gatekeepers. Another aspect is the disruption of conventional media industry business models, as traditional organizations struggle to adjust to the decrease in advertising revenue and the rise of digital platforms. Alternative business models, such as subscription models and crowdfunding, have become more prevalent, leading to the emergence of new players. Overall, the impact of digital media on the distribution of power and the weakening of traditional gatekeepers has brought about significant changes in the media landscape and the way information is shared. Further research is required to fully comprehend the implications of these changes and their impact on society. Dr. Kusum Lata "The Impact of Digital Media on the Decentralization of Power and the Erosion of Traditional Gatekeepers" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64544.pdf Paper Url: https://www.ijtsrd.com/humanities-and-the-arts/political-science/64544/the-impact-of-digital-media-on-the-decentralization-of-power-and-the-erosion-of-traditional-gatekeepers/dr-kusum-lata
Online Voices, Offline Impact Ambedkars Ideals and Socio Political Inclusion ...ijtsrd
This research investigates the nexus between online discussions on Dr. B.R. Ambedkars ideals and their impact on social inclusion among college students in Gurugram, Haryana. Surveying 240 students from 12 government colleges, findings indicate that 65 actively engage in online discussions, with 80 demonstrating moderate to high awareness of Ambedkars ideals. Statistically significant correlations reveal that higher online engagement correlates with increased awareness p 0.05 and perceived social inclusion. Variations across colleges and a notable effect of college type on perceived social inclusion highlight the influence of contextual factors. Furthermore, the intersectional analysis underscores nuanced differences based on gender, caste, and socio economic status. Dr. Kusum Lata "Online Voices, Offline Impact: Ambedkar's Ideals and Socio-Political Inclusion - A Study of Gurugram District" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64543.pdf Paper Url: https://www.ijtsrd.com/humanities-and-the-arts/political-science/64543/online-voices-offline-impact-ambedkars-ideals-and-sociopolitical-inclusion--a-study-of-gurugram-district/dr-kusum-lata
Problems and Challenges of Agro Entreprenurship A Studyijtsrd
Noting calls for contextualizing Agro entrepreneurs problems and challenges of the agro entrepreneurs and for greater attention to the Role of entrepreneurs in agro entrepreneurship research, we conduct a systematic literature review of extent research in agriculture entrepreneurship to overcome the study objectives of complications of agro entrepreneurs through various factors, Development of agriculture products is a key factor for the overall economic growth of agro entrepreneurs Agro Entrepreneurs produces firsthand large scale employment, utilizes the labor and natural resources, This research outlines the problems of Weather and Soil Erosions, Market price fluctuation, stimulates labor cost problems, reduces concentration of Price volatility, Dependency on Intermediaries, induces Limited Bargaining Power, and Storage and Transportation Costs. This paper mainly devoted to highlight Problems and challenges faced for the sustainable of Agro Entrepreneurs in India. Vinay Prasad B "Problems and Challenges of Agro Entreprenurship - A Study" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64540.pdf Paper Url: https://www.ijtsrd.com/other-scientific-research-area/other/64540/problems-and-challenges-of-agro-entreprenurship--a-study/vinay-prasad-b
Comparative Analysis of Total Corporate Disclosure of Selected IT Companies o...ijtsrd
Disclosure is a process through which a business enterprise communicates with external parties. A corporate disclosure is communication of financial and non financial information of the activities of a business enterprise to the interested entities. Corporate disclosure is done through publishing annual reports. So corporate disclosure through annual reports plays a vital role in the life of all the companies and provides valuable information to investors. The basic objectives of corporate disclosure is to give a true and fair view of companies to the parties related either directly or indirectly like owner, government, creditors, shareholders etc. in the companies act, provisions have been made about mandatory and voluntary disclosure. The IT sector in India is rapidly growing, the trend to invest in the IT sector is rising and employment opportunities in IT sectors are also increasing. Therefore the IT sector is expected to have fair, full and adequate disclosure of all information. Unfair and incomplete disclosure may adversely affect the entire economy. A research study on disclosure practices of IT companies could play an important role in this regard. Hence, the present research study has been done to study and review comparative analysis of total corporate disclosure of selected IT companies of India and to put forward overall findings and suggestions with a view to increase disclosure score of these companies. The researcher hopes that the present research study will be helpful to all selected Companies for improving level of corporate disclosure through annual reports as well as the government, creditors, investors, all business organizations and upcoming researcher for comparative analyses of level of corporate disclosure with special reference to selected IT companies. Dr. Vaibhavi D. Thaker "Comparative Analysis of Total Corporate Disclosure of Selected IT Companies of India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64539.pdf Paper Url: https://www.ijtsrd.com/other-scientific-research-area/other/64539/comparative-analysis-of-total-corporate-disclosure-of-selected-it-companies-of-india/dr-vaibhavi-d-thaker
The Impact of Educational Background and Professional Training on Human Right...ijtsrd
This study investigated the impact of educational background and professional training on human rights awareness among secondary school teachers in the Marathwada region of Maharashtra, India. The key findings reveal that higher levels of education, particularly a master’s degree, and fields of study related to education, humanities, or social sciences are associated with greater human rights awareness among teachers. Additionally, both pre service teacher training and in service professional development programs focused on human rights education significantly enhance teacher’s knowledge, skills, and competencies in promoting human rights principles in their classrooms. Baig Ameer Bee Mirza Abdul Aziz | Dr. Syed Azaz Ali Amjad Ali "The Impact of Educational Background and Professional Training on Human Rights Awareness among Secondary School Teachers" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64529.pdf Paper Url: https://www.ijtsrd.com/humanities-and-the-arts/education/64529/the-impact-of-educational-background-and-professional-training-on-human-rights-awareness-among-secondary-school-teachers/baig-ameer-bee-mirza-abdul-aziz
A Study on the Effective Teaching Learning Process in English Curriculum at t...ijtsrd
“One Language sets you in a corridor for life. Two languages open every door along the way” Frank Smith English as a foreign language or as a second language has been ruling in India since the period of Lord Macaulay. But the question is how much we teach or learn English properly in our culture. Is there any scope to use English as a language rather than a subject How much we learn or teach English without any interference of mother language specially in the classroom teaching learning scenario in West Bengal By considering all these issues the researcher has attempted in this article to focus on the effective teaching learning process comparing to other traditional strategies in the field of English curriculum at the secondary level to investigate whether they fulfill the present teaching learning requirements or not by examining the validity of the present curriculum of English. The purpose of this study is to focus on the effectiveness of the systematic, scientific, sequential and logical transaction of the course between the teachers and the learners in the perspective of the 5Es programme that is engage, explore, explain, extend and evaluate. Sanchali Mondal | Santinath Sarkar "A Study on the Effective Teaching Learning Process in English Curriculum at the Secondary Level of West Bengal" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd62412.pdf Paper Url: https://www.ijtsrd.com/humanities-and-the-arts/education/62412/a-study-on-the-effective-teaching-learning-process-in-english-curriculum-at-the-secondary-level-of-west-bengal/sanchali-mondal
The Role of Mentoring and Its Influence on the Effectiveness of the Teaching ...ijtsrd
This paper reports on a study which was conducted to investigate the role of mentoring and its influence on the effectiveness of the teaching of Physics in secondary schools in the South West Region of Cameroon. The study adopted the convergent parallel mixed methods design, focusing on respondents in secondary schools in the South West Region of Cameroon. Both quantitative and qualitative data were collected, analysed separately, and the results were compared to see if the findings confirm or disconfirm each other. The quantitative analysis found that majority of the respondents 72 of Physics teachers affirmed that they had more experienced colleagues as mentors to help build their confidence, improve their teaching, and help them improve their effectiveness and efficiency in guiding learners’ achievements. Only 28 of the respondents disagreed with these statements. With majority respondents 72 agreeing with the statements, it implies that in most secondary schools, experienced Physics teachers act as mentors to build teachers’ confidence in teaching and improving students’ learning. The interview qualitative data analysis summarized how secondary school Principals use meetings with mentors and mentees to promote mentorship in the school milieu. This has helped strengthen teachers’ classroom practices in secondary schools in the South West Region of Cameroon. With the results confirming each other, the study recommends that mentoring should focus on helping teachers employ social interactions and instructional practices feedback and clarity in teaching that have direct measurable impact on students’ learning achievements. Andrew Ngeim Sumba | Frederick Ebot Ashu | Peter Agborbechem Tambi "The Role of Mentoring and Its Influence on the Effectiveness of the Teaching of Physics in Secondary Schools in the South West Region of Cameroon" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64524.pdf Paper Url: https://www.ijtsrd.com/management/management-development/64524/the-role-of-mentoring-and-its-influence-on-the-effectiveness-of-the-teaching-of-physics-in-secondary-schools-in-the-south-west-region-of-cameroon/andrew-ngeim-sumba
Design Simulation and Hardware Construction of an Arduino Microcontroller Bas...ijtsrd
This study primarily focuses on the design of a high side buck converter using an Arduino microcontroller. The converter is specifically intended for use in DC DC applications, particularly in standalone solar PV systems where the PV output voltage exceeds the load or battery voltage. To evaluate the performance of the converter, simulation experiments are conducted using Proteus Software. These simulations provide insights into the input and output voltages, currents, powers, and efficiency under different state of charge SoC conditions of a 12V,70Ah rechargeable lead acid battery. Additionally, the hardware design of the converter is implemented, and practical data is collected through operation, monitoring, and recording. By comparing the simulation results with the practical results, the efficiency and performance of the designed converter are assessed. The findings indicate that while the buck converter is suitable for practical use in standalone PV systems, its efficiency is compromised due to a lower output current. Chan Myae Aung | Dr. Ei Mon "Design Simulation and Hardware Construction of an Arduino-Microcontroller Based DC-DC High-Side Buck Converter for Standalone PV System" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64518.pdf Paper Url: https://www.ijtsrd.com/engineering/mechanical-engineering/64518/design-simulation-and-hardware-construction-of-an-arduinomicrocontroller-based-dcdc-highside-buck-converter-for-standalone-pv-system/chan-myae-aung
Sustainable Energy by Paul A. Adekunte | Matthew N. O. Sadiku | Janet O. Sadikuijtsrd
Energy becomes sustainable if it meets the needs of the present without compromising the ability of future generations to meet their own needs. Some of the definitions of sustainable energy include the considerations of environmental aspects such as greenhouse gas emissions, social, and economic aspects such as energy poverty. Generally far more sustainable than fossil fuel are renewable energy sources such as wind, hydroelectric power, solar, and geothermal energy sources. Worthy of note is that some renewable energy projects, like the clearing of forests to produce biofuels, can cause severe environmental damage. The sustainability of nuclear power which is a low carbon source is highly debated because of concerns about radioactive waste, nuclear proliferation, and accidents. The switching from coal to natural gas has environmental benefits, including a lower climate impact, but could lead to delay in switching to more sustainable options. “Carbon capture and storage” can be built into power plants to remove the carbon dioxide CO2 emissions, but this technology is expensive and has rarely been implemented. Leading non renewable energy sources around the world is fossil fuels, coal, petroleum, and natural gas. Nuclear energy is usually considered another non renewable energy source, although nuclear energy itself is a renewable energy source, but the material used in nuclear power plants is not. The paper addresses the issue of sustainable energy, its attendant benefits to the future generation, and humanity in general. Paul A. Adekunte | Matthew N. O. Sadiku | Janet O. Sadiku "Sustainable Energy" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64534.pdf Paper Url: https://www.ijtsrd.com/engineering/electrical-engineering/64534/sustainable-energy/paul-a-adekunte
Concepts for Sudan Survey Act Implementations Executive Regulations and Stand...ijtsrd
This paper aims to outline the executive regulations, survey standards, and specifications required for the implementation of the Sudan Survey Act, and for regulating and organizing all surveying work activities in Sudan. The act has been discussed for more than 5 years. The Land Survey Act was initiated by the Sudan Survey Authority and all official legislations were headed by the Sudan Ministry of Justice till it was issued in 2022. The paper presents conceptual guidelines to be used for the Survey Act implementation and to regulate the survey work practice, standardizing the field surveys, processing, quality control, procedures, and the processes related to survey work carried out by the stakeholders and relevant authorities in Sudan. The conceptual guidelines are meant to improve the quality and harmonization of geospatial data and to aid decision making processes as well as geospatial information systems. The established comprehensive executive regulations will govern and regulate the implementation of the Sudan Survey Geomatics Act in all surveying and mapping practices undertaken by the Sudan Survey Authority SSA and state local survey departments for public or private sector organizations. The targeted standards and specifications include the reference frame, projection, coordinate systems, and the guidelines and specifications that must be followed in the field of survey work, processes, and mapping products. In the last few decades, there has been a growing awareness of the importance of geomatics activities and measurements on the Earths surface in space and time, together with observing and mapping the changes. In such cases, data must be captured promptly, standardized, and obtained with more accuracy and specified in much detail. The paper will also highlight the current situation in Sudan, the degree to which survey standards are used, the problems encountered, and the errors that arise from not using the standards and survey specifications. Kamal A. A. Sami "Concepts for Sudan Survey Act Implementations - Executive Regulations and Standards" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd63484.pdf Paper Url: https://www.ijtsrd.com/engineering/civil-engineering/63484/concepts-for-sudan-survey-act-implementations--executive-regulations-and-standards/kamal-a-a-sami
Towards the Implementation of the Sudan Interpolated Geoid Model Khartoum Sta...ijtsrd
The discussions between ellipsoid and geoid have invoked many researchers during the recent decades, especially during the GNSS technology era, which had witnessed a great deal of development but still geoid undulation requires more investigations. To figure out a solution for Sudans local geoid, this research has tried to intake the possibility of determining the geoid model by following two approaches, gravimetric and geometrical geoid model determination, by making use of GNSS leveling benchmarks at Khartoum state. The Benchmarks are well distributed in the study area, in which, the horizontal coordinates and the height above the ellipsoid have been observed by GNSS while orthometric heights were carried out using precise leveling. The Global Geopotential Model GGM represented in EGM2008 has been exploited to figure out the geoid undulation at the benchmarks in the study area. This is followed by a fitting process, that has been done to suit the geoid undulation data which has been computed using GNSS leveling data and geoid undulation inspired by the EGM2008. Two geoid surfaces were created after the fitting process to ensure that they are identical and both of them could be counted for getting the same geoid undulation with an acceptable accuracy. In this respect, statistical operation played an important role in ensuring the consistency and integrity of the model by applying cross validation techniques splitting the data into training and testing datasets for building the geoid model and testing its eligibility. The geometrical solution for geoid undulation computation has been utilized by applying straightforward equations that facilitate the calculation of the geoid undulation directly through applying statistical techniques for the GNSS leveling data of the study area to get the common equation parameters values that could be utilized to calculate geoid undulation of any position in the study area within the claimed accuracy. Both systems were checked and proved eligible to be used within the study area with acceptable accuracy which may contribute to solving the geoid undulation problem in the Khartoum area, and be further generalized to determine the geoid model over the entire country, and this could be considered in the future, for regional and continental geoid model. Ahmed M. A. Mohammed. | Kamal A. A. Sami "Towards the Implementation of the Sudan Interpolated Geoid Model (Khartoum State Case Study)" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd63483.pdf Paper Url: https://www.ijtsrd.com/engineering/civil-engineering/63483/towards-the-implementation-of-the-sudan-interpolated-geoid-model-khartoum-state-case-study/ahmed-m-a-mohammed
Activating Geospatial Information for Sudans Sustainable Investment Mapijtsrd
Sudan is witnessing an acceleration in the processes of development and transformation in the performance of government institutions to raise the productivity and investment efficiency of the government sector. The development plans and investment opportunities have focused on achieving national goals in various sectors. This paper aims to illuminate the path to the future and provide geospatial data and information to develop the investment climate and environment for all sized businesses, and to bridge the development gap between the Sudan states. The Sudan Survey Authority SSA is the main advisor to the Sudan Government in conducting surveying, mappings, designing, and developing systems related to geospatial data and information. In recent years, SSA made a strategic partnership with the Ministry of Investment to activate Geospatial Information for Sudans Sustainable Investment and in particular, for the preparation and implementation of the Sudan investment map, based on the directives and objectives of the Ministry of Investment MI in Sudan. This paper comes within the framework of activating the efforts of the Ministry of Investment to develop technical investment services by applying techniques adopted by the Ministry and its strategic partners for advancing investment processes in the country. Kamal A. A. Sami "Activating Geospatial Information for Sudan's Sustainable Investment Map" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd63482.pdf Paper Url: https://www.ijtsrd.com/engineering/information-technology/63482/activating-geospatial-information-for-sudans-sustainable-investment-map/kamal-a-a-sami
Educational Unity Embracing Diversity for a Stronger Societyijtsrd
In a rapidly changing global landscape, the importance of education as a unifying force cannot be overstated. This paper explores the crucial role of educational unity in fostering a stronger and more inclusive society through the embrace of diversity. By examining the benefits of diverse learning environments, the paper aims to highlight the positive impact on societal strength. The discussion encompasses various dimensions, from curriculum design to classroom dynamics, and emphasizes the need for educational institutions to become catalysts for unity in diversity. It highlights the need for a paradigm shift in educational policies, curricula, and pedagogical approaches to ensure that they are reflective of the diverse fabric of society. This paper also addresses the challenges associated with implementing inclusive educational practices and offers practical strategies for overcoming barriers. It advocates for collaborative efforts between educational institutions, policymakers, and communities to create a supportive ecosystem that promotes diversity and unity. Mr. Amit Adhikari | Madhumita Teli | Gopal Adhikari "Educational Unity: Embracing Diversity for a Stronger Society" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64525.pdf Paper Url: https://www.ijtsrd.com/humanities-and-the-arts/education/64525/educational-unity-embracing-diversity-for-a-stronger-society/mr-amit-adhikari
Integration of Indian Indigenous Knowledge System in Management Prospects and...ijtsrd
The diversity of indigenous knowledge systems in India is vast and can vary significantly between different communities and regions. Preserving and respecting these knowledge systems is crucial for maintaining cultural heritage, promoting sustainable practices, and fostering cross cultural understanding. In this paper, an overview of the prospects and challenges associated with incorporating Indian indigenous knowledge into management is explored. It is found that IIKS helps in management in many areas like sustainable development, tourism, food security, natural resource management, cultural preservation and innovation, etc. However, IIKS integration with management faces some challenges in the form of a lack of documentation, cultural sensitivity, language barriers legal framework, etc. Savita Lathwal "Integration of Indian Indigenous Knowledge System in Management: Prospects and Challenges" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd63500.pdf Paper Url: https://www.ijtsrd.com/management/accounting-and-finance/63500/integration-of-indian-indigenous-knowledge-system-in-management-prospects-and-challenges/savita-lathwal
DeepMask Transforming Face Mask Identification for Better Pandemic Control in...ijtsrd
The COVID 19 pandemic has highlighted the crucial need of preventive measures, with widespread use of face masks being a key method for slowing the viruss spread. This research investigates face mask identification using deep learning as a technological solution to be reducing the risk of coronavirus transmission. The proposed method uses state of the art convolutional neural networks CNNs and transfer learning to automatically recognize persons who are not wearing masks in a variety of circumstances. We discuss how this strategy improves public health and safety by providing an efficient manner of enforcing mask wearing standards. The report also discusses the obstacles, ethical concerns, and prospective applications of face mask detection systems in the ongoing fight against the pandemic. Dilip Kumar Sharma | Aaditya Yadav "DeepMask: Transforming Face Mask Identification for Better Pandemic Control in the COVID-19 Era" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd64522.pdf Paper Url: https://www.ijtsrd.com/engineering/electronics-and-communication-engineering/64522/deepmask-transforming-face-mask-identification-for-better-pandemic-control-in-the-covid19-era/dilip-kumar-sharma
Streamlining Data Collection eCRF Design and Machine Learningijtsrd
Efficient and accurate data collection is paramount in clinical trials, and the design of Electronic Case Report Forms eCRFs plays a pivotal role in streamlining this process. This paper explores the integration of machine learning techniques in the design and implementation of eCRFs to enhance data collection efficiency. We delve into the synergies between eCRF design principles and machine learning algorithms, aiming to optimize data quality, reduce errors, and expedite the overall data collection process. The application of machine learning in eCRF design brings forth innovative approaches to data validation, anomaly detection, and real time adaptability. This paper discusses the benefits, challenges, and future prospects of leveraging machine learning in eCRF design for streamlined and advanced data collection in clinical trials. Dhanalakshmi D | Vijaya Lakshmi Kannareddy "Streamlining Data Collection: eCRF Design and Machine Learning" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-8 | Issue-1 , February 2024, URL: https://www.ijtsrd.com/papers/ijtsrd63515.pdf Paper Url: https://www.ijtsrd.com/biological-science/biotechnology/63515/streamlining-data-collection-ecrf-design-and-machine-learning/dhanalakshmi-d
Temple of Asclepius in Thrace. Excavation resultsKrassimira Luka
The temple and the sanctuary around were dedicated to Asklepios Zmidrenus. This name has been known since 1875 when an inscription dedicated to him was discovered in Rome. The inscription is dated in 227 AD and was left by soldiers originating from the city of Philippopolis (modern Plovdiv).
Level 3 NCEA - NZ: A Nation In the Making 1872 - 1900 SML.pptHenry Hollis
The History of NZ 1870-1900.
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This presentation was provided by Racquel Jemison, Ph.D., Christina MacLaughlin, Ph.D., and Paulomi Majumder. Ph.D., all of the American Chemical Society, for the second session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session Two: 'Expanding Pathways to Publishing Careers,' was held June 13, 2024.
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Elevate Your Nonprofit's Online Presence_ A Guide to Effective SEO Strategies...TechSoup
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responsiveness, assurance and empathy. In simple
words, service quality results from the efficiency
taken by the hotel staff to match the guest
expectations.
Service quality plays a crucial role in the success of
any hotel business. A hotel provides a feeling of
home away from home, and in this, it is essential to
identify the specific expectation or the guest in the
guest as a reason to have a better understanding of the
guest's specific needs (Akbaba, 2006). However, the
concept of budget hotels often declared as a 'boom' or
as representing one of the most critical trends in the
international hospitality industry(Fiorentino, 1995).
The budget hotel can be defined as economical
compared to the luxury hotel and only providing the
basic service and amenities (Teng, 2010). This
however the service quality of the budget hotels has a
great impact on the guest satisfaction as it deals with
the evaluation that's formed by the guest perception
by comparing their pre purchase expectations of what
they might receive from the hotel in terms of the
performance they really did receive (Oliver,
1980).Guest satisfaction is a overall result of the
perception of the guest towards the service in which
he evaluates his psychological reactions for the
service he availed Yi (1990)
The research objective is to study the role of the
Service Quality on Guest Satisfaction in the Budget
Hotels in Ratnagiri and Ganpatipule of Maharashtra
using the SERVQUAL model by applying its five
basic dimensions, i.e., Tangibles, Reliability,
Responsiveness, Assurance and Empathy.
Review of literature:
SERVQUAL model is found to be one of the best
models that have been used for many research in
measuring the service quality; it comparatively
emphasis the differentiation in the service quality
towards the guest expectation and perception, as a
guest assess the actual service experience delivered to
him within a stipulated time (Parasuraman, Zeithaml,
& Berry, 1985, 1991, 1994; Nasution&Mavondo,
2008). Parasuraman et al., 1985 stated that
SERVQUAL is a gap assessment tool in which the
gap between the guest expectation and perception
found results from the perceived service quality. It
denotes that the lesser the gap, the higher the service
quality and the higher the service gap, then the lesser
the service quality. Zeithaml et al. in 1988 defined
service quality as the degree and direction of a
discrepancy between consumers' perceptions and
expectations in terms of different but relatively
essential dimensions of service quality, which can
affect their future behavior. According to
Parasuramanet al. (1988), service quality can be
defined as an overall judgment similar to attitude
towards the service and generally accepted as an
antecedent of overall customer satisfaction.
Budget hotels are the establishments that target and
focus more on medium and small enterprise business,
budgeted tourists, youth class, etc. (Albattat,
2016).Quest 1983 defines budget hotel as a 'new
generation of budget hotels, mainly small and all with
limited facilities and a no-frills price'. However, Lee
11 1984, stated, A hotel referred to 'one of the fastest-
growing segments of the industry' offering 'clean,
simple room, a restaurant coffee shop is generallyon-
site nearby' is known as a budget hotel.
Statement of the problem:
The entire hospitality industry attempt and offers the
best of it to their guest and ensures to provide a high
quality of the services yet they lacks to match with
the guests' expectations as the guest has become more
aware of their requirements and demand superior
standards of service for meeting the particular
organization (Kumar et al., 2011).Hotels represent a
significant profession within the global agendas and
modern development trends of the hospitalityindustry
(Pavia et al., 2014). However, a series of new and
economic start-ups, including budget and midrange
hotels proving a no-frill accommodation is an
ongoing concept yet lacks the standard definition and
yet to fit in the existing category of the hotel business
(Fiorentino, 1995).Commonly there are numerous
constraints and difficulties in the operations of budget
hotels faced by hotel owners/managers (Masturaet al.,
2011). This came out to a significant research gap.
Therefore, the researcher has studied the service
quality of budget hotels distinctively at Ratnagiri and
Gapatipule, from the guest perception and expectation
through the SERVQUAL scale.
Objective:
The research's core objective is to study the role of
the Service Quality on Guest Satisfaction in the
Budget Hotels in Ratnagiri and Ganpatipule of
Maharashtra using the SERVQUAL model by
applying its five basic dimensions, i.e., Tangibles,
Reliability, Responsiveness, Assurance and Empathy.
Hypothesis:
Service quality of the Budget hotels in Ratnagiri and
Ganpatipule of Maharashtra is low from the guest
satisfaction.
Methodology:
The study evaluates the service quality of the budget
hotels in Ratnagiri and Ganpatipule of Maharashtra
through the guest expectation and perception study
using the SERVQUAL method. It is hypothesized
that the Service quality of the Budget hotels in
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@ IJTSRD | Unique Paper ID – IJTSRD45232 | Volume – 5 | Issue – 5 | Jul-Aug 2021 Page 1896
Ratnagiri and Ganpatipule of Maharashtra is low
from the guest perspective. The study consists of both
primary and secondary data collection in which the
primary data collection was carried out through a
survey of 20 various budget hotels in Ratnagiri and
Ganpatipule and around its famous tourist destination
randomly selected. The hotels with the single room
tariff between Rs.1000-2000 were classified under
budget and midrange hotels. 07 guests were selected
on a convenience basis from each of the selected
hotels and were asked to fill the questionnaire to
know the service gap. Data were then analyzed using
the SERVQUAL method, a non-parametric test for
testing hypothesis towards guest perception with their
expectation. After an extensive review of the
literature, a 22 attributes questionnaire was framed on
the five dimensions of the SERVQUAL model to
record the guest perception and expectation towards
the hotels' service quality in Ratnagiri and
Ganpatipule and ultimately to know its role on the
guest satisfaction.
Data Analysis:
SERVQUAL method/model consists of five chief
attributes/dimensions, i.e. reliability, assurance,
tangibles, empathy and responsiveness. These
attributes help identify the actual gap, which is the
difference between guest expectations of service and
what they receive.
In the study, the data was then analyzed by finding
the weighted mean of the five servqual dimensions
based on guest expectation and perception; later on,
the actual service gap was found using the
SERVQUALmethod. SERVQUALmodel provides a
score for the guest expectation (E) likewise, a score
for the guest's perception (P) of the hotel
performances. Guest expectations are the wants and
requirements they carry in their mind before
consuming a service; what the guest wants should be
identified by the hotels, and accordingly, these are
considered a service aspect or standards (Miller,
1977).
Table 1: Weighted mean and overall SERVQUAL Gap of the budget hotels in Ratnagiri and Ganpatipule.
SERVQUAL DIMENSION
EXPECTATION
(Before stay)
PERCEPTION
(After stay)
Servqual Gap
(SQ=P-E)
RELIABILITY
Hotel room allocated and kept ready.
3.90
3.57
-0.34
The hotel room equipment's functioning (A.C.,
Fan, T.V., lamp, phone, mini-bar, etc.)
Value for money (Hotel)
The efficiency of the Check-in & Check out
Process.
Ability to provide service as promised
ASSURANCE
Safety & Security in the hotel
3.80 3.56 -0.24
Hotel staff (Polite, Courteous, Friendly)
Knowledge of the hotel staff to answer guest
queries
Quality of overall service
TANGIBLES
The first impression of the hotel(Visually
Appealing)
3.78 3.56 -0.22
Grooming & Appearance of the hotel Staff
Cleanliness in the Hotel Room
The comfort of the Furniture in the hotel room
(Bed, Table, Chair etc.)
Cleanliness in the lobby and Public area
EMPATHY
Staff’s concern about the benefits of the guests
3.77 3.41 -0.36
Understanding of the guests’ specific needs
Paying Individual attention
Complaint handling by the hotel staff
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RESPONSIVENESS
The willingness of the hotel staff to provide the
service
3.73 3.34 -0.38
Promptness of the room service & another
department
Speed of response to guest request
Speed of response to guest Problems
Total 3.80 3.49 -0.31
Results and Discussion
After comparing the service quality of the Ratnagiri
and Ganpatipule budget hotels through the
SERVQUAL method and its dimensions (i.e.
Reliability, Assurance, Tangibles, Empathy,
Responsiveness), the researcher found that the
maximum SERVQUAL gap between “expectation”
and “perception” of the guest was -0.38, whereas the
minimum gap found was -0.22. All the factors under
five SERVQUAL dimensions showed a negative
result in the difference between “expectations” and
“perception” (P-E). The widest gaps found in the
dimensions of “responsiveness” (-0.38) and in
“empathy” (-0.36) where the guest found better
physical evidence in the hotels, so the gap in the
dimension of “tangibles” is the narrowest (-
0.22).Also, the overall difference between
"expectations" and "perception" of the guest resulted
negative. This indicates that the Guests expectations
are not fulfilled as per their perception (post-stay),
which means that hotel guests' expectations are higher
than their perception, and therefore, this proves the
existence of a negative SERVQUAL gap in the
budget hotels of the Ratnagiri and Ganpatipule.
Conclusion& Suggestions:
This research helps in escalating the understanding of
the connection between service quality experience
and guest satisfaction in the budget hotels of the
Ratnagiri and Ganpatipule of Maharashtra state. The
overall service quality standards were comparatively
low in terms of the guest's expectation and perception
of who had availed the services.
To minimize the negative score gap between guests'
expectations and their perceptions, particularly with
the "responsiveness” dimension/attribute of
SERVQUAL, the following are the
recommendations.
Staff should be introduced to the basics of
hospitality standards.
The manager or the owner should then monitor
staff.
Staff should inculcate the feeling of ownership.
All staff should work as a team.
It is the responsibility of every staff of the hotel
that they should work effectively and efficiently.
Recommendations to improve the score of the
Empathy dimension are as follows.
Hotel staff should consider very hotel guest as a
critical friend of him.
The employee should have a Self approach
attitude towards the guest.
Managers and the staff of the budget hotels in
Ratnagiri and Ganpatipule have to ensure for
discovering the needs, wishes and expectations of
the guests.
To offer a high-quality service to guests, all
budget hotels must utilize their employees with
success in skill development in training or
recruiting the trained workforce. The guest feed
should be taken from every guest of the hotel at
checkout; this will help to work on various parts.
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