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International Journal Of Engineering, Business And Management(IJEBM)

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

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


International Journal of Engineering, Business And Management(IJEBM), Vol-5,Issue-3, May - June 2021, Pages 14-28 , 10.22161/ijebm.5.3.2

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Article Info: Received: 21 Feb 2021; Received in revised form: 06 Apr 2021; Accepted: 01 May 2021; Available online: 19 May 2021

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Hospitality industry is a billion dollars industry, which includes many activities, from which main is hotel business, tourism services, event planning and transportation. This industry is a quick growing industry, where main factors are service quality and customer satisfaction. No any hospitality industry property will not survive if they are not oriented on their consumers, notably, to meet their needs, requirements and expectations, so that the image of the company will enhance. The hospitality industry faces with different difficulties than organizations which produce products due to the dissimilar nature of service in comparison with a product. In service industry there is a greater probability to fail, rather than in product sales. Service quality has been revealed as a key factor in search for sustainable competitive advantage. Satisfying and retaining customer has been recognized as an important factor in hospitality industry. Nowadays like never before, fulfilling consumers’ requests remains the greatest challenge. In the hospitality industry, the consumer is not only the part of the actual consumption process, but moreover often has preset service and quality perspectives. Today’s hospitality industry customer is increasing time poor, more sophisticated and more demanding. The main purpose of this study is to reveal the impact of service quality on customer satisfaction. The findings of the study will show influence of different service quality dimensions on satisfaction level in Hotels. A quantitative method used to analyze this study. A random sampling method used to distribute and gather data. 111 participants were involved in this study. This study proved that four of service quality dimensions (empathy, responsiveness, assurance and tangible) have positive relation with customer satisfaction, except reliability had negative relation with customer satisfaction.

Service Quality, Customer satisfaction, SERVPERF, Hospitality

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