Impact of Service Quality on Customer Satisfaction in Hotel Industry

Abstract

Customer satisfaction means that how the customer perceives service delivery.That customer satisfaction is a function of service performance relative to the customer expectation.For this reason, it is important to understand how customer expectation is formed in order to identify the factors of service satisfaction in the hotel industry.As different customers have different expectations, based on their knowledge of a product or service Reisig & Chandek (2001).This can be implied that a customer may estimate what the service performance will be or may think what the performance ought to be.If the service performance meets or exceeds customers' expectation, the customers will be satisfied.Previous research explored customer satisfaction regarding the service quality of all areas in the hotel so that the hotel can assess the customer perception.This study identified five factors of service quality by focusing on the front office staff only, and explored the customers' expectations and perception levels of these services.The results of this quantitative assessment of service quality might provide some insights into how customers rate the service quality and assessed customers' satisfactions.