Service quality and customer satisfaction in the hotel industry

Abstract

The thesis investigates how service qualities affects customer satisfaction in hospitality industry, focusing on the role of employee behaviour. The study is based on the SERVQUAL model, which identifies five key service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research uses a survey of 200 hotel guests to understand how these dimensions influence satisfaction and the mediating effect of employee behaviour. The results show that all service quality dimensions positively impact satisfaction, with empathy and responsiveness having the strongest effects. Additionally, employee behaviour plays a significant role in shaping the relationship between service quality and customer satisfaction. The study emphasizes the importance of staff training to enhance service quality and improve customer interactions, boosting guest satisfaction and loyalty.