Service Quality And Customer Satisfaction In Hotels In Butwal Sub-Metroplolitan City

International Journal of Economics and Management Studies

© 2019 by SSRG - IJEMS Journal

Volume 6 Issue 9

Year of Publication : 2019

Authors : Manju Rana

10.14445/23939125/IJEMS-V6I9P119

How to Cite?

Manju Rana, "Service Quality And Customer Satisfaction In Hotels In Butwal Sub-Metroplolitan City," SSRG International Journal of Economics and Management Studies, vol. 6,  no. 9, pp. 145-150, 2019. Crossref, https://doi.org/10.14445/23939125/IJEMS-V6I9P119

Abstract:

High level of competitiveness in the marketplace in which hospitality industries such as hotels function has been one of the main reasons why service quality and customer satisfaction have become of great importance. The paper mainly deals with two objectives: To determine factors influencing customer satisfaction and to examine the relationship between service quality and customer satisfaction among hotels in Butwal sub-metroplolitan city, Nepal. SERVQUAL model was used to develop a questionnaire which was later distributed to respondents from across hotels in Butwal. Descriptive statistics and Regression analysis were used to establish the factors influencing customer satisfaction and bringing out the relationship between service quality and customer satisfaction. The four service quality variables namely Tangibles, Assurance, Reliability and Empathy yielded positive relation with customer satisfaction. This means that service quality is strongly linked with customer satisfaction and the higher the service quality, the higher the customer satisfaction. The results further reveal that Assurance dimension contributes most towards customer satisfaction followed by Tangibles and Reliability, whereas Responsiveness dimension has negative relation with customer satisfaction. However all the dimensions were highly rated and therefore the hotels cannot afford to ignore any of the variable. This study contributes to the existing studies examining service quality and customer satisfaction in the hotel industries. The results from the study could be helpful to the management of hotels in their policy formulation in the context of improving customer satisfaction and service loyalty.

Keywords:

Service Quality, SERVQUAL, customer Satisfaction

References:

[1] Bitner, M. J., Booms, H. B., & Mohr, L. A. (1994). Critical Service Encountesr:The Employee's Viewpoint. Journal of Marketing, 58 (4), 95-106.
[2] Crosby, P. B. (1979). Quality is Free: The Art of Making Quality Certain. Mc Graw-Hill.
[3] Gronroos, A. (1990). Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of Business Research, 20 (1), 3-11.
[4] Jalal, H. (2016). Testing the Effect of Service Quality on Brand Equity of Automotive Industry: Empirical Insights from Malaysia. Global Business Review, 17 (5).
[5] Harr, K. K. (2008). Service dimensions of service quality impacting customer satisfaction of fine dining restaurants in Singapore. Thesis.
[6] Juran, J. M. (1988). Juran on Planning for Quality. New York: Free Press.
[7] Kotler, P. (2001). A Framework for Marketing Management. Prentice Hall.
[8] Leblanc, G. (1992). Factors Affecting Customer Evaluation of Service Quality in Travel Agencies: An Investigation of Customer Perceptions. Journal of Travel Research, 30 (4).
[9] Lehtinen, U. (1982). Service Quality: A Study of Quality Dimensions. Service Management Institute.
[10] Mitra, A. (2000). Fundamentals of Quality Control and Improvement. India: Prentice Hall Private Ltd.
[11] Nathan, D., & Saghier, N. E. (2013). Service Quality Dimensions and Customers’ Satisfactions of Banks in Egypt. Proceedings of 20th International Business Research Conference.
[12] Parasuraman, A. P., Berry, L. L., & Zeithaml, V. A. (1985). A conceptual model of service Quality and its Implications for Further Research. Journal of Marketing, 49.
[13] Stromgren, O. (2007). Analyzing Service Quality A Study among Peruvian Resort Hotels.
[14] Tse, k. D., & Wilton, P. C. (1988). Models of Consumer Satisfaction Formation: An Extension. Journal of Marketing Management, 25 (2), 204-212.
[15] Woodruff, R. B. (1997, March). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science .
[16] Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing.Vol. 64