Impact of Hotel Classification on Service Quality- A Case Study of the Indian Hotel Industry

Hotel classification systems are prone to criticism for overemphasising infrastructure and facilities at the expense of service quality. Hotel professionals in India also are debating the relevance and effectiveness of the Hotel classification system. This case study explored the impact of hotel classification system on service quality as perceived by the hotel managers. A survey of one hundred forty-seven managers of classified hotels was conducted in north India through a structured questionnaire. The stepwise linear regression between the different constructs of the hotel classification system and overall hotel service quality revealed the positive impact of hotel classification on hotel service quality across all star categories.