A GAP ANALYSIS ON TOURIST RECEIVED SERVICE QUALITY IN THE HOTEL INDUSTRY IN TRINCOMALEE DISTRICT

Abstract

This study aims at measuring and evaluating the service quality of hotels in the tourism industry in the Trincomalee District by using SERVQUAL Model. This study also addresses the extent to which these hotels cover model dimensions. Moreover, it aims at figuring out the main gaps between expectations and perceptions to provide ways of solutions to develop the level of quality at hotels operating in the Trincomalee District. The sample of the study is a random sampling which is the complete list of random including hotel’s customers and guests, consisting of 200 participants from 25 top hotels in the Trincomalee District. The Univeriate analysis is employed to analyse the data. The findings derived from the data analysis suggested the followings: First, there are gaps between expectation and perception by varying percentages. Second, there is considerable and significant weakness regarding the administrative and operational side which led to the existence of such gaps. The SERVQUAL model is used to measure service quality for hoteliers and their customers satisfaction with service quality by finding out what dimensions bring satisfaction with customer service levels in Trincomalee district. As a result of this gap, it is clear that consumers are not satisfied. Evaluating the perceptions and expectations of consumers, it is recommended to develop a quality control unit inside hotel institutions in Trincomalee to monitor and evaluate the provided quality or allocate a qualified person to be responsible for quality control. And activating the role of the Ministry of Tourism in establishing and developing rules and regulations to maintain and monitor the level of quality at the hotels operating in Trincomalee.