Service Quality And Customer Satisfaction In Hotel Industry

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.

Service quality and customer satisfaction in hotel industry. Service quality needs to be maintained at the same level across all the locations in order to. 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. A case of hotel industry in kenya. Service quality is the life of the hotel when it comes to customer satisfaction.

This study focused on service quality and customer satisfaction. Deepak gupta assistant professor department of commerce indira gandhi university meerpur rewari. Impact of service quality on customer satisfaction in hotel industry. Service quality needs to be consistent especially when you re a multi chain operator.

However in this study three most popular and quite complete models which are servqual holserv and lodging quality index are chosen for analysis. Service quality customer satisfaction in hotel industry dr. The hotel industry is highly service oriented as through the experiences customers form opinions by comparing the service encounters against their expectations. 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.

To measure service quality and customer satisfaction in the hotel industry there are some models.