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

Author

Listed:
  • Shafiq, Yasir
  • Shafique, Imran
  • Din, Muhammad Saadat
  • Cheema, Khaliq Ur Rehman

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.

Suggested Citation

  • Shafiq, Yasir & Shafique, Imran & Din, Muhammad Saadat & Cheema, Khaliq Ur Rehman, 2013. "Impact of Service quality on customer satisfaction: a study of hotel industry of Faisalabad, Pakistan," MPRA Paper 53198, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:53198
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    File URL: https://mpra.ub.uni-muenchen.de/53198/1/MPRA_paper_53198.pdf
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    References listed on IDEAS

    as
    1. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
    2. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Xiangping Wang & Ivan Kai Wai Lai & Huajun Tang & Chuan Pang, 2022. "Coordination Analysis of Sustainable Dual-Channel Tourism Supply Chain with the Consideration of the Effect of Service Quality," Sustainability, MDPI, vol. 14(11), pages 1-24, May.
    2. Han-Shen Chen & Bi-Kun Tsai & Gwo-Bao Liou & Chi-Ming Hsieh, 2018. "Efficiency Assessment of Inbound Tourist Service Using Data Envelopment Analysis," Sustainability, MDPI, vol. 10(6), pages 1-14, June.

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    More about this item

    Keywords

    Customer satisfaction; service quality SERVPERF; Faisalabad;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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