Relationship Between Service Quality And Customer Satisfaction In Hotel Industry

This paper contributes to the existing literature to explore the relationship between service quality and customer satisfaction and suggests that servqual method can be applied to the hotel industry to measure the customer satisfaction on the basis of five factors known as assurance empathy reliability and tangibility which will further lead the hoteliers to improvise customer services.

Relationship between service quality and customer satisfaction in hotel industry. Manmunai north d s division in batticaloa district and vasuki a. Relationship between service quality and customer satisfaction in hotel industry tourism research journal volume 2 1 year 2018 43 a. After 30 years war as a country sri lanka has a great opportunity to develop tourism industry and there are lot of tourists visit to spend holidays in sri lanka from around the world. Relationship between service quality and customer satisfaction in sri lankan hotel industry umesh gunarathne w h d p department of marketing faculty of management and finance university of ruhuna matara.

Sri lanka abstract after 30 years war as a country sri lanka has a great opportunity to develop tourism industry and there are lot of. Customer satisfaction is the internal feelings of every individual which may be satisfaction or dissatisfaction resulting from the assessment of services provided to an individual in context to customer s anticipation by an organization hotels are continuously trying to improve the service just to satisfy their customer because higher customer satisfaction will leads towards customer loyalty. Sri lanka aims implementing many economic activities as a process of the postwar development. It also sought to examine whether the customer satisfaction that has been achieved is able to stimulate some behavioural intentions to be realizable.

To measure service quality and customer satisfaction in the hotel industry there are some models. The service quality was operationalized as multi dimensional and hierarchical model. 2009 meta analysis study found that relationship between service quality and customer satisfaction significantly stronger when service quality is measured with servqual r equal to 0 63 than with servperf r equal to 0 45. Ahmad 2013 very few has been done in the hotel industry khan fash 2014 and even fewer in the context of developing countries ramsaran fowdar 2007.

Department of economics and management vavuniya campus. Purpose the aim of this research was to investigate the relationship between service quality and customer satisfaction in one of the sectors of hospitality industry which is hotel. This study therefore attempts to fill the gap by investigating the impact service quality has on customer satisfaction in the hotel industry of a developing country ethiopia. In tourism industry hotels play a major role.

Introduction tourism is a key element for hotels occupancy as hotels are closely linked with the tourism industry.