IDEAS home Printed from https://ideas.repec.org/p/tho/iscthi/36.html
   My bibliography  Save this paper

An assessment of service quality and customer satisfaction in the hotel sector

Author

Listed:
  • Elvira Tabaku

    (Faculty of Economy and Information Technology, Department of Management and Marketing, Elbasan, European University of Tirana, Albania)

  • Shpetim Cerri

    (Faculty of Economy, Department of Marketing and Engineering, Elbasan, “Aleksandër Xhuvani” University, Albania)

Abstract

Purpose – The purpose of this paper is to offer an empirical examination of the service quality in the hotel sector. While service quality is considered as an important factor on generating customer satisfaction and repurchase intention, little is done on assessing and exploring it in the Albanian context. So, this paper aims to offer an assessment of the quality of the service offered by the hotels in the Albanian coast and also an assessment of the effect of service quality on the satisfaction of hotel customers. Methodology – An instrument was built in order to gather important data and to assess the variables of the study. It consists of a structured questionnaire used as a self-administered one. A revised SERVPERF with 5-Likert scale is used to collect the tourists’ perceptions on service quality and customer satisfaction while, factorial analyses are used to assess service quality and the impact of quality on customer satisfaction.The sample is composed of tourists who were staying at the hotels of the sun and sand sector in the Albania coast line. Findings – The results of the statistical analyses of the collected data show the significant importance of the perceptions of the tourists about the service quality and the significant impact of the perceived service quality on customer satisfaction for hotel guests. Contribution – This paper contributes to the existing empirical literature exploring service quality and its impact on customer satisfaction. It presents a methodology for developing the service quality and customer satisfaction. So, businesses and institutions in the hotel sector have a better understanding of the factors that are considered important from the customer point of view to create and maintain high service quality and customer satisfaction.

Suggested Citation

  • Elvira Tabaku & Shpetim Cerri, 2016. "An assessment of service quality and customer satisfaction in the hotel sector," Tourism and Hospitality Industry 36, University of Rijeka, Faculty of Tourism and Hospitality Management.
  • Handle: RePEc:tho:iscthi:36
    as

    Download full text from publisher

    File URL: https://www.fthm.uniri.hr/files/Kongresi/THI/Papers/2016/THI_April2016_480to489.pdf
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    service quality; customer satisfaction; hotels; Albania;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:tho:iscthi:36. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ana Montan (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.