Service Quality influence on Customer Satisfaction in Case of Mongolia Hotel Service
Journal Title: Invention Journal of Research Technology in Engineering & Management - Year 2018, Vol 2, Issue 10
Abstract
In the recent years, Service quality is a vital factor in customer satisfaction in the hotel industry, because high service quality produces high customer satisfaction. In addition, Customer satisfaction is the difference between service delivery and customer perception. If the quality doesn’t meet their perception, the customer has low satisfaction. The satisfaction is used to measure customer loyalty, increase revenue and reduce churn. In addition, it is essential to attract new customers and differentiate in the competitive market. Therefore, the research study focus to determine the relationship of service quality and customer satisfaction in the case of Mongolian Hotels. The study based on the SERVQUAL model which include 5 dimensions or 23 items. The survey was gathered from 322 respondents in 5 hotels with 3 stars. Research findings show that all of SERVQUAL dimensions have positive relationship but Tangibles, Reliability, Responsiveness has highest positive affect on customer satisfaction
Authors and Affiliations
Erdenechimeg Batsukh
Keywords
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