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This document provides a research plan for a term paper that will assess the promise-delivery gap for online hotel aggregators. It includes an anti-plagiarism certificate signed by the student. The objectives are to determine the relationships between customer satisfaction and various service quality dimensions. A literature review summarizes that hotels aim to profit while offering accommodations and services to guests. The methodology will use a SERVQUAL questionnaire distributed to hotel customers, analy

Author

Rupal Gupta

Language

EN