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

Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., Aziz, H. M., Sabir, B. Y., Anwar, G. (2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28

15 Pages Posted: 27 May 2021

See all articles by Bayad Jamal Ali

Bayad Jamal Ali

Komar University for Science and Technology

Bayar Gardi

Knowledge University

Baban Jabbar Othman

Knowledge University

Shahla Ali Ahmed

Near East University

Nechirwan Burhan Ismael

Cihan University

Pshdar Abdalla Hamza

Kurdistan Technical Institute

Hassan Mahmood Aziz

Knowledge University - College of Administration and Financial Sciences

Bawan Yassin Sabir

Knowledge University - College of Administration and Financial Sciences

Sarhang Sorguli

Knowledge University - College of Administration and Financial Sciences

Govand Anwar

Knowledge University - Department of Business Administration

Date Written: May 22, 2021

Abstract

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.

Keywords: Service Quality, Customer satisfaction, SERVPERF, Hospitality

Suggested Citation

Ali, Bayad Jamal and Gardi, Bayar and Jabbar Othman, Baban and Ali Ahmed, Shahla and Burhan Ismael, Nechirwan and Abdalla Hamza, Pshdar and Mahmood Aziz, Hassan and Sabir, Bawan Yassin and Sorguli, Sarhang and Anwar, Govand, Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality (May 22, 2021). Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., Aziz, H. M., Sabir, B. Y., Anwar, G. (2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28, Available at SSRN: https://ssrn.com/abstract=3851330

Bayad Jamal Ali (Contact Author)

Komar University for Science and Technology ( email )

Sulaimani
Qularesi
Kurdistan, Sulaimani
Iraq

Bayar Gardi

Knowledge University

Erbil, 44001
Iraq

Baban Jabbar Othman

Knowledge University

Erbil, 44001
Iraq

Shahla Ali Ahmed

Near East University

TRNC/Nicosia, Cyprus
Nicosia
Turkey

Nechirwan Burhan Ismael

Cihan University ( email )

Street 100M
Erbil, Kurdistan Region 0383-23
Iraq

Pshdar Abdalla Hamza

Kurdistan Technical Institute

Iraq

Hassan Mahmood Aziz

Knowledge University - College of Administration and Financial Sciences ( email )

Iraq

Bawan Yassin Sabir

Knowledge University - College of Administration and Financial Sciences ( email )

Iraq

Sarhang Sorguli

Knowledge University - College of Administration and Financial Sciences ( email )

Iraq

Govand Anwar

Knowledge University - Department of Business Administration ( email )

Iraq

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