Exploring the Correlation Between Service Quality and Customer Satisfaction in the Hospitality Industry

Abstract

The term “service quality” denotes the extent of excellence or satisfaction discerned by a customer during their engagement with a service provider or utilization of a service. In parallel, “customer satisfaction” encompasses a comprehensive evaluation of a customer’s holistic contentment, perception, and fulfillment arising from their interactions with a product, service, or brand. These concepts are pivotal within the domain of consumer research, serving as fundamental metrics for assessing and understanding the dynamics of customer-provider relationships and the broader marketplace landscape. The study tends to explore the factors affecting customer satisfaction and effect of service quality on customer satisfaction. This study makes a significant contribution to the extant literature by investigating the correlation between service quality and customer satisfaction. The studies have shown that customer satisfaction plays a partial mediating role in the association between service quality and loyalty, suggesting that diminished service quality is linked to a decline in customer loyalty. Furthermore, the findings of this study reveal that the five dimensions of service quality have varying degrees of impact on customer satisfaction.