Relationship between Service Quality and Customer Satisfaction in Hotel Industry

Abstract

In the competitive hotel industry, individual hotels find ways to be unique to make their products and services shine amongst others. Hotels do not leave any stone unturned to deliver best of the services to magnetize the customers. Therefore, the purpose of this review paper is to study whether high level of quality service actually leads to satisfied customers and makes them loyal towards a particular hotel brand. Further, the study intends to explore whether SERVQUAL model is applicable for the hotels to satisfy their customers. Papers related to service quality and customer satisfaction were reviewed from the online database. This paper contributes to the existing literature to explore the relationship between service quality and customer satisfaction and suggests that SERVQUAL method can be applied to the hotel industry to measure the customer satisfaction on the basis of five factors known as assurance, empathy, reliability, and tangibility, which will further lead the hoteliers to improvise customer services

The Nexus between Green Perceived Quality, Green Satisfaction, Green Trust, and Customers’ Green Behavioral Intentions in Eco-Friendly Hotels: A Structural Equation Modeling Approach

“…The tourism and hospitality literature lays emphasis on the significance of the association between service quality and customer satisfaction [ 62 ]. The previous studies established the relevance of this relationship for hotels’ and restaurants’ success [ 63 , 64 ].…”

The impact of service quality, self-service technology, and the corporate image on customer satisfaction and customer revisit intention among luxury hotels in Kuala Lumpur, Malaysia

“…Hospitability industry exhibits a high interaction frequency with customers, the concept of quality refers to not only hotels' tangible products, but also service provided by hotels' staff as intangible element; it is a typical symbol impacting customer satisfaction (Stefano et al, 2015;Sharma and Srivastava, 2018;Shafiq et al, 2019). Fantastic service quality is more likely to positively contribute to customer satisfaction, especially among luxury hotels (Kucukusta et al, 2014;Mohamad et al, 2017;Tsang et al, 2015).…”

“…The relevant reviewed literatures suggested that the SERVQUAL measurement model has been extensively adopted to recognise specific quality issues affecting customer satisfaction from five dimensions (empathy, responsibility, reliability, assurance and tangibility) (Sunil et al, 2018;Sharma and Srivastava, 2018;Shafiq et al, 2019;Jasinskas et al, 2016). In the meantime, due to the service-oriented feature exhibited by traditional luxury hotels, customers are frequently engaged with hotel employees, and the failures of service quality sometimes occur (Berezina et al, 2016;Cheng et al, 2019;Lewis and McCann, 2004;Wu et al, 2018b).…”

Light at the end of a very dark tunnel: An examination of the survival and recovery strategies of Iranian tourist accommodation businesses during the Covid-19 pandemic

“…Customers are the ultimate stakeholder. Hoteliers need to meet or exceed customer service expectations to satisfy customers and engender loyalty (Rather and Sharma, 2017; Sharma and Srivastava, 2018). COVID-19 has provoked new service provision customer expectations; hospitality businesses have been racing to provide both proactive and reactive innovations to accommodate the situation.…”