Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality

Ali, Bayad Jamal; Gardi, Bayar; Othman, Baban Jabbar; Ahmed, Shahla Ali; Ismael, Nechirwan Burhan; Hamza, Pshdar Abdalla; Aziz, Hassan Mahmood; Sabir, Bawan Yassin; Sorguli, Sarhang; Anwar, Govand

doi:10.22161/ijebm.5.3.2

Cited by 133 publications

(127 citation statements)

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“…As a result, service businesses don't sell anything, but they do have engaging processes. Because services are intangible, it is difficult for suppliers to describe them and for consumers to assess them (Ali et al 2021). Parasuraman , Zeithaml, & Berry (1988) proposed a better approach for measuring service quality termed the SERQUAL model.…”

Section: Service Qualitymentioning

confidence: 99%

“…It is important to respond to all customer requests, otherwise the request can turn into a complaint Service suppliers' capability to ensure that they are providing with a service on time is a basic part of service quality for major customers. This dimension underscores mindfulness and immediacy in managing customers' appeals, questions, complaints and other issues (Ali, Gardi, Othman, & Ahmed, 2021).…”

Section: H1: There Is a Positive Relationship Between Internet Servic...mentioning

confidence: 99%

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Impact of Internet Service Quality on Customer Satisfaction Special Reference to Internet Service Providers During COVID – 19 Period

Hendeniya

Fernando

2022

Sri Lanka J. Marketing

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Customers may switch to a different service provider if they are displeased with the standard, hence tracking service quality is crucial for a firm. The influence of Internet Service Quality (ISQ) on Customer Satisfaction will be studied in detail by the researcher. The relevance of this study is highlighted by the current COVID-19 scenario in Sri Lanka, where government laws and restrictions have been implemented to promote work from home, online learning, and online entertainment. Previous research in other countries have looked at the impact of ISQ on customer satisfaction; however, to our knowledge, no such study has been conducted in Sri Lanka. Furthermore, earlier study looked at a variety of scenarios, including the discovery of research gaps; however, in the context of COVID-19, the research gaps were identified. Past research identifies the following factors which impact ISQ: Tangibility, Assurance, Empathy, Reliability, Responsiveness and Price. This study was carried out as a deductive study and a quantitative method was employed. The convenience sample approach was used to collect 505 responses by distributing a questionnaire survey to consumers in Sri Lanka's Western region. Statistical Package for Social Science (SPSS) version 23 was used to analyze the data. The studies indicated that Internet Service Quality and Customer Satisfaction

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Section: Service Qualitymentioning

confidence: 99%

Section: H1: There Is a Positive Relationship Between Internet Servic...mentioning

confidence: 99%

Impact of Internet Service Quality on Customer Satisfaction Special Reference to Internet Service Providers During COVID – 19 Period

Hendeniya

Fernando

2022

Sri Lanka J. Marketing

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“…The findings of the research conducted by Islam et al (2020) shows that visibility, responsiveness, and employee engagement have a large positive impact on customer satisfaction, while reliability and service access do not have a large impact on customer satisfaction for private banking services. The results of research conducted by Ali et al (2021) found that this quantitative assessment of service quality might provide some insight into how customers assess service quality and assess customer satisfaction. Amudha et al, (2018) confirmed in their findings that the average weighted SERVQUAL score has increased by 86 percent among company respondents and 14 percent is the service quality gap (dissatisfaction) in the company.…”

Section: Relationship Quality Of Service To Customer Satisfactionmentioning

confidence: 99%

“…This study examined the mediating effect of customer satisfaction on the relationship between price, service quality, and customer purchase decisions, and the impact of price, service quality, and customer satisfaction on customer decisions. However, it is recognized that this study has a number of limitations (1) This study used only one questionnaire for data collection, copied in its entirety by the previous author. Surveys with data collection tools rely entirely on respondents' perceived responses, which may provide biased responses, and may not fully reflect actual data.…”

Section: Limitations and Future Researchmentioning

confidence: 99%

Purchase Decision Strategy Through Private Bank Customer Satisfaction: Product Quality, Product Price, And Service Quality

2022

Central European Management Journal

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The purpose of this study was to measure customer satisfaction at commercial banks. This study used a survey-based approach with quantitative descriptive analysis techniques, obtained multiple population samples from multiple private banks in his three provinces of Indonesia, and used questionnaires as data collection tools. I'm here. Respondents were selected using probabilistic sampling and systematic sampling techniques. Samples were randomly selected as reference data using interval measurements. The results showed that: Product quality has a positive effect on customer satisfaction. Product pricing has a significant impact on customer satisfaction. Service quality has a great impact on customer satisfaction. Customer satisfaction has a significant impact on purchasing decisions. Customer satisfaction influences purchase decisions for product quality, price and service quality. Limitations of this study and recommendations for further research are discussed below.

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“…Providing accurate information to the customer tends to create a good overall impression of the service rendered by the hotel (Wei, 2019). Customers prefer to collaborate with firms that follow up on their promises regarding service outcomes ( Ali, et al, 2021). If hoteliers can provide the services as promised and keep up with guest expectations, customers may not switch to alternatives.…”

Section: Reliabilitymentioning

confidence: 99%

Impact of Service Quality on Tourist Satisfaction: A Case of Sri Lankan Hotels

Nagendrakumar¹,

Rathnayake2²

2022

SBR

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The purpose of the study is to investigate the impact of service quality on tourist satisfaction in the hotel industry in Sri Lanka with reference to ABC hotels. In recent years, the hotel industry in Sri Lanka has become highly competitive and challenging. The SERVQUAL model has been applied to detect the quality improvement areas on tourist satisfaction based on five dimensions such as tangibility, reliability, responsiveness, assurance, and empathy. Data were collected from 376 respondents which consisted of 34 five-point Likert scale questions, using a stratified random sampling technique. The multiple regression analysis was run to establish the model and the model fit. Results indicated that all five dimensions of service quality had a significant impact on tourist satisfaction. The findings help managers of Sri Lankan hotels to identify the service quality areas that need to be improved and assist in related decision making to enhance tourist satisfaction.

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Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality

Cited by 133 publications

References 0 publications

Impact of Internet Service Quality on Customer Satisfaction Special Reference to Internet Service Providers During COVID – 19 Period

Impact of Internet Service Quality on Customer Satisfaction Special Reference to Internet Service Providers During COVID – 19 Period

Purchase Decision Strategy Through Private Bank Customer Satisfaction: Product Quality, Product Price, And Service Quality

Impact of Service Quality on Tourist Satisfaction: A Case of Sri Lankan Hotels

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