A Study on Linkage between Service Quality and Customer Satisfaction in Hotel Industry
The purpose of this study is to measure a linkage between service quality factors and customer satisfaction in the hotel industry. The scope of the study is limited to select hotels with restaurants. The researcher applied convenient sampling method for collecting data. This study was conducted during the period of August 2015 to November 2015. The researcher used Factor Analysis and Multiple Regression for data analysis. The study identified Empathy, Reliability, Responsiveness, Safety, Professionalism are the important dimensions of hotel service quality. The study also proved that reliability and professionalism aspects of service quality dimensions have an impact on customer satisfaction. This study may help the hotel management to formulate suitable policies regarding customer service and service quality.