Question: SERVQUAL has been widely recognized as a method to evaluate service quality, offering key insights into customer satisfaction across various sectors . In the hospitality

SERVQUAL has been widely recognized as a method to evaluate service quality, offering key insights into customer satisfaction across various sectors

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In the hospitality industry, particularly within hotel services, SERVQUAL's diagnostic capabilities can lead to enhanced guest experiences and service improvements.

Purpose:

The purpose of this assignment is to enable the students to assess the application of SERVQUAL within the hospitality sector, specifically focusing on the hotel industry's unique service dynamics.

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Identify and analyse the challenges faced by hotels in implementing SERVQUAL, using data from real

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world case studies to highlight specific issues and resolutions.

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