Service Quality in Hospitality Management: The Customer Perspective

Mónica Oliveira () and Teresa Pataco
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Mónica Oliveira: CiTUR, ESHT, Polytechnic of Porto
Teresa Pataco: CiTUR, ESHT, Polytechnic of Porto

A chapter in Innovation and Creativity in Tourism, Business and Social Sciences, 2025, pp 429-439 from Springer

Abstract: Abstract The main objective of this research is to analyze how hospitality can increase their revenue, while focusing on personalized customer service and service quality. The market is in constant competition and that is the key to fulfill the constantly shifting demands of customers, who are ever more aware, engaged, and expecting higher-quality services. It is vital to conduct comprehensive research on service quality because of its unique characteristics and significance to the hotel industry. This study's main goal was to identify and comprehend the factors that the hotel businesses use to ensure client happiness. Both interviews and questionnaires in the study were based on the literature review, which made it possible, to gather primary data for the results. It was thus possible to have a thorough understanding of the visitors’ requirements and preferences, as well as the department heads’ perspectives on the factors that influence customer satisfaction and loyalty. This makes it feasible for hospitality managers to make strategic decisions on service quality and optimization and, by extension, customer pleasure and loyalty.

Keywords: Customer satisfaction; Customer loyalty; Hospitality; Revenue; Service quality (search for similar items in EconPapers)
JEL-codes: Z32 (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-87019-4_29

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DOI: 10.1007/978-3-031-87019-4_29

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