the relationship between service quality and customer's satisfaction. Masters thesis, Universiti Utara Malaysia. This project attempts to study the service quality of hotel industry in rvice quality is the degree and direction of discrepancy between consumers' perceptions and expectations in terms of different but relatively important dimensions of service quality. Common perception by practitioners in the hotel industry today that satisfied guest would become profitability to the company is considered as a major subject for this research.
Impact of hotel service quality on the loyalty of customers
Thesis on service quality in hotels
In this research, the service quality is measured through perception of hotel guest and manager toward the service quality of three hotels located in Kota Bharu by using five dimensions of servqual (tangibles, reliability, responsiveness, assurance and empathy). On the whole the industry did not match the expectations of minimize this gap between customers' perceptions and expectations customers suggested introduction of wi-fi, entertainment facilities, swimming pool, trained reliable staff, better equipment, better food, prompt service etc. Nur Asyura, Muhamad (2010 service Quality and Customer Satisfaction in the Hotel Industry. The importance of this study is to identify the factors that lead to guest's satisfaction and also proposing a method to assist hotel in identifying characteristics which will increase customer's satisfaction. Actions (login required view Item). Population for the study consisted of customers of 15 Hotels of Rourkela. A 26-question servqual scale measuring five basic dimensions.e., Tangibles, Reliability, Responsiveness, Assurance and Empathy of service quality was used to understand the service quality of hotel industry.