Impact of service quality on customer satisfaction in hotel industry of Pakistan

Abstract

Service quality plays an imperative role in the customer satisfaction in the industry of hotel. The aim of this study is to analyze the dependent role of customer satisfaction with SERVQUAL model in the hotel sector of Lahore, Pakistan. The variables of the study are customer satisfaction, tangibility, reliability, assurance, responsiveness and empathy. A structure mode of data collection as questionnaire was used that comprised on a likert scale. Questionnaire had been dispersed between hotel's customer availing the hotel services from which 200 measureable questionnaires were return. Cronbach's alpha, KMO and Bartlett's, simple regression, correlation tests were used to analysis the data. Findings show the significant as well as positive relationship among satisfaction of customer and measurements of SERVQUAL model in hotel industry of Lahore, Pakistan. This research study helps the managers to compete with the back draws of the service offered to the customers. This study provides knowledge to hotels how they can increase the customer satisfaction and their perception about the service quality. This study also gives enough knowledge to hotels through which they can easily provide services and make satisfaction of their customers.