Communication and Its Impact on Customer Satisfaction in the Hospitality Industry

Andualem Walelign ()
Additional contact information
Andualem Walelign: Jinka University, Ethiopia

iRASD Journal of Management, 2019, vol. 1, issue 2, 97-104

Abstract: The main aim of this study was to assess the influence of communication on customer satisfaction. Descriptive statistics (mean score and standard deviation) were used to examine the customers' perceptions and current customer satisfaction status. The least performance was obtained from the mean score of the communication dimension. Correlation and regression analysis were used to see the relationship between the dependent and independent variables and investigate cause and effect relationships. The key finding showed that there was a positive and significant effect of communication on customer satisfaction.

Keywords: Hospitality service; Service quality; Customer satisfaction; Lodging quality index (LQI) (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://journals.internationalrasd.org/index.php/jom/article/view/123/121 (application/pdf)
https://journals.internationalrasd.org/index.php/jom/article/view/123 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ani:irdjom:v:1:y:2019:i:2:p:97-104

DOI: 10.52131/jom.2019.0101.0009

Access Statistics for this article

More articles in iRASD Journal of Management from International Research Alliance for Sustainable Development (iRASD)
Bibliographic data for series maintained by Dr. Pranav Kumar ().