E ISSN: 2583-049X
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International Journal of Advanced Multidisciplinary Research and Studies

Volume 4, Issue 4, 2024

An Investigation of Customer Satisfaction of Hospitality Industry in Islamabad through Servqual Model



Author(s): Hamza Zareen, Saqib Hussain Shah, Babar Bashir

DOI: https://doi.org/10.62225/2583049X.2024.4.4.3067

Abstract:

The Quality service and the satisfaction of the customer are the important and key factor for hospitality industry to compete and sustain in this era. As customers want their expectations to be fulfilled from the service they receive from hospitality industry. In this research the satisfaction and service quality has been investigated through Servqual model. With the analysed results, the level of customer satisfaction, and the gap score of the service quality they receive were investigated with the help of Servqual model. After investigating the customer satisfaction, the issues that were found need to be address so that hospitality industry can look in to those and work to provide the service quality that meets the expectations of customers so that the actual service receive by them will meet their expectations. With the results the hospitality industry can find out the issues that affects their survival and profitability in this competitive era. This research and its findings will provide the accurate data that can be used to improve the service and make policies for hospitality industry on national level so that it can come on the international standards.


Keywords: Hospitality Industry, Servqual, International Standards, Customer Satisfaction, Policies

Pages: 500-526

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