CUSTOMER SATISFACTION OF QUALITY SERVICE IN HOTEL INDUSTRY

Abstract

This paper examines the critical factors influencing customer satisfaction within the hotel industry, focusing on the quality of service as a primary determinant. As the hospitality industry becomes increasingly competitive, understanding the dynamics of customer satisfaction is essential for hotel managers striving to maintain and enhance their market position. The study explores various dimensions of service quality, including responsiveness, reliability, assurance, empathy, and tangibles, and evaluates their impact on guest satisfaction. By analyzing data collected from customer surveys and online reviews, the paper identifies key drivers of satisfactionand offers practical recommendations for hotel operators to improve service delivery. The findings suggest that personalized service, cleanliness, and staff professionalism are among the most significant contributors to positive customer experiences. The study underscores the importance of continuous service improvement and customer feedback in sustaining high levels of customer satisfaction in the hotel industry.