Impact of Service quality on customer satisfaction: a study of hotel industry of Faisalabad, Pakistan

Yasir Shafiq, Imran Shafique, Muhammad Saadat Din and Khaliq Ur Rehman Cheema

MPRA Paper from University Library of Munich, Germany

Abstract: The main purpose of this paper is to evaluate the hotels’ service quality through customer satisfaction. Theory tells us that if the customers are satisfied then the hotels are providing higher service quality. And also check that which dimensions of SERVPREF is need to be focused more in Pakistan. For this purpose SERVPERF tool was adopted and administrative to customers who stayed in the hotels of Faisalabad, Pakistan. The results indicates that in Pakistan among the five dimensions of SERFPERF the dimension tangible and empathy needed to be focused more.

Keywords: Customer satisfaction; service quality SERVPERF; Faisalabad (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2013-01
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Citations: View citations in EconPapers (2)

Published in International Journal of Management & Organizational Studies 2.1(2013): pp. 55-59

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Persistent link: https://EconPapers.repec.org/RePEc:pra:mprapa:53198

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