A Study of Delegate’s Perceptions of Service Quality in Five Star Hotels and Convention Centers in Delhi NCR

Abstract

Purpose: The purpose of this paper is to examine the delegate’s perception of quality of services provided by select five-star hotels and convention centers with respect to business tourism in Delhi NCR. Also, the paper seeks to analyze the socio-demographic profile of delegates participating in various MICE events hosted in these hotels and convention centers. Service quality is considered to be the key to organizational success, and insights in this regard can be useful for managers to compete for loyal customers and higher profitability.