• PURNIMA SHAKTAWAT
• Prof. Karunesh Saxena

In today’s era it is essential for each and every organization to adopt service quality management strategy for taking competitive advantage. This research study is attempt to measure service quality in the heritage hotels from the perspective of hoteliers. The service quality gap model is applied to identify the gap between Hotelier’s expectation (what they are expect to provide) and perception (what they are actually providing.) Data is collected from 22 hoteliers from 22 heritage hotels by using well-structured questionnaire which is based on five service quality factors. The data were analyzed with statistical tool and the main finding of research shows that there is no gap between hotelier’s expectation and perception.

Service quality, Expectation, Perception, Heritage Hotel, Hoteliers

"A Study of Hoteliers Perspectives of Service Quality in Selected Heritage Hotels of Southern Rajasthan", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 3, page no.44-51, March-2018, Available :http://www.jetir.org/papers/JETIR1803010.pdf

"A Study of Hoteliers Perspectives of Service Quality in Selected Heritage Hotels of Southern Rajasthan", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 3, page no. pp44-51, March-2018, Available at : http://www.jetir.org/papers/JETIR1803010.pdf