• M.MAREESWARAN
• Dr.R.BALASUBRAMANI

The hospitality industry is worth billions of dollars and encompasses a wide variety of businesses and activities. The hotel business, tourism services, event planning, and transportation are among the most important of these. This sector is one that is expanding rapidly and places a premium on providing high-quality services that put the needs of their customers first. No property in the hospitality industry will be able to thrive if it is not centered on the satisfaction of its customers, particularly in the areas of meeting their needs, requirements, and expectations in order to improve the brand's reputation. Because of the fundamental differences between providing a service and manufacturing a product, businesses that are in the hospitality industry face a unique set of challenges not shared by other types of businesses. When compared to product sales, the likelihood of failure is significantly higher in the service industry. It has become clear that the quality of the service is an essential component in the quest for a sustainable advantage in the market. In the hospitality industry, one of the most important factors is providing gratification to customers and keeping their business. In this day and age, more than ever before, satisfying the needs and requirements of customers is the most difficult task. In the hospitality industry, the customer is not only an active participant in the consumption process but also frequently brings predetermined expectations regarding both the level of service and the product's overall quality. Customers in the hospitality industry today are increasingly time-pressed, increasingly sophisticated, and increasingly demanding. The primary objective of this research is to investigate the relationship between high service quality and satisfied customers. The results of the study will demonstrate how different aspects of service quality influence guests' levels of satisfaction in hotel accommodations. A quantitative approach was taken to analyze the results of this study. A distribution and data-gathering strategy that uses a random sampling method. In total, 111 people gave their time to take part in this research. Based on the findings of this study, four of the five dimensions of service quality (empathy, responsiveness, assurance, and tangible) have been shown to have a positive relationship with customer satisfaction, while the fifth dimension, reliability, was shown to have a negative relationship with customer satisfaction.

Keywords—Quality of Service, Satisfaction of Customers, SERVPERF Rating, and Hospitality

"THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN HOSPITALITY: HOTEL SERVICE QUALITY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.11, Issue 3, page no.i614-i624, March-2024, Available :http://www.jetir.org/papers/JETIR2403879.pdf

"THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN HOSPITALITY: HOTEL SERVICE QUALITY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.11, Issue 3, page no. ppi614-i624, March-2024, Available at : http://www.jetir.org/papers/JETIR2403879.pdf