Service Reliability Impact on Business with Reference to 'Three Star Hotels' in Hyderabad

Abstract

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.

Keywords: Business, Hotel, Industry, Hyderabad