Impact of Service Quality On Customer Satisfaction: A Case Study of a Hotel

Abstract Purpose- The purpose of this study is to identify the impact of service quality on customer satisfaction in a hotel. Design/Methodology/Approach- This study adopted a quantitative research approach and thus, a self-administered survey questionnaire was used to collect data from a sample of 120 recent guests who stayed at the selected hotel. The sample was selected using simple random sampling technique. To test the hypothesized relationships between the constructs, the multiple regression analysis was performed. Findings- Results show that tangibility, reliability, assurance, and responsiveness have no significant impact on customer satisfaction in the selected hotel. Responsiveness is the only service quality dimension which has a significant impact on customer satisfaction. Implication- It is expected that the model can serve as a support for hotel management in order to identify the issues related to customer satisfaction and improve the customer satisfaction with regard to relevant service quality dimensions. Keywords: Service quality, Customer Satisfaction, Tangibility, Reliability, Responsiveness, Assurance, Empath