Investigating the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty in Hotel Industry: Bangladesh Perspective

Md. Alauddin; Syed Hasib Ahsan; Dr. Mohammad Masrurul Mowla; Md. Mahmudul Islam

Authors

Md. Alauddin
Syed Hasib Ahsan
Dr. Mohammad Masrurul Mowla
Md. Mahmudul Islam

Keywords:

service quality, customer satisfaction, customer loyalty, hotel

Abstract

This paper attempts to reveal the relationship between service quality, customer satisfaction and customer loyalty of the hotel sector in Bangladesh. A total of one hundred native and international tourists are selected for this study. The self-employed form survey was used to gather information from the respondents by using SERVQUAL model. Data has been analyzed by using SPSS version-22. The relationship between the variables was studied by applying Pearson Correlation analysis. Results indicate that a significant relationship exist between service quality attributes and customer satisfaction. Results conjointly revealed that service quality results in satisfying customers and customers' satisfaction results in customer loyalty. Hotel managers should offer better services to their customers for gaining competitive advantage, and it will facilitate them to guide the market with efficiency.

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How to Cite

Investigating the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty in Hotel Industry: Bangladesh Perspective. (2019). Global Journal of Management and Business Research, 19(A1), 29-35. https://journalofbusiness.org/index.php/GJMBR/article/view/2680

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