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Customer Satisfaction and Service Quality: A Hospitality Industry Study

JOURNAL:MAZEDAN EDUCATIONAL REVIEWS AND TEACHING METHODS

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# Authors First Online DOI Downloads Citations
1. VIVEK SHRIVASTAVA, SONAL SAXENA* 25 Sep 2021 na 14 0
Abstract

The aim of conducting this piece of research is to examine the influence of service quality on the satisfaction of the customers in hospitality sector. Since, service quality pays a major to gain competitive advantage and confidence amongst the customers, of the hospitality sector, it becomes necessary to study the effect of service quality on customer satisfaction. The data was collected through the hotel customers of the Gwalior region and a sample of 200 Respondents has been collected with the help of a standardized questionnaire collected through non-probability sampling technique. The data was analyzed with the help of regression analysis to find the cause-and-effect relationship. The outcomes of this research indicated a positive cause and effect relationship amongst service quality and customer satisfaction with special reference to the hospitality sector

Keywords

Service quality (SQ), Customer Satisfaction (CS), Hospitality Industry

References

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    [4]           Amin, M., Yahya, Z., Ismayatim, W. F. A., Nasharuddin, S. Z., & Kassim, E. (2013). Service quality dimension and customer satisfaction: An empirical study in the Malaysian hotel industry. Services Marketing Quarterly, 34(2), 115-125.