Assessing Service Quality and Customer Satisfaction in the Hospitality Industry Using the Servqual Model – A Case Study of Fiesta Royale Hotel.
Date
2022
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Ashesi University
Abstract
Poor customer service has had a wide range of effects on businesses worldwide, including hotels. Remarks such as "I am never able to get my meals on time" and "the receptionist was conversing with someone else in the background while I was making a reservation" are just a few of the comments made by Fiesta Royale customers when asked about their customer experience. According to studies, customer service plays a vital part in various people's choice of holiday location. This thesis investigated whether customer service affects a client's decision to visit Fiesta Royale, as well as whether a customer's opinion of poor or excellent customer service influences their decision. Using a quantitative approach, an online questionnaire was administered to customers of Fiesta Royale to determine and describe the various components of service in the hotel that influence customers' satisfaction. The servqual model, was used as the instrument for measuring service quality and customer satisfaction. In addition, the study's research hypothesis was examined using the Pearson chi-square test. The study's results found no statistically significant link between the two factors (p-value of 0.9). It was also discovered that a customer's opinion of poor or high customer service quality does not determine their decision to stay at Fiesta Royale. The essence of this study would be to aid hotel managers in building comprehensive service quality strategies that will promote the best possible customer experience in order to grow and keep service patronage.
Description
Undergraduate thesis submitted to the Department of Business Administration, Ashesi University, in partial fulfillment of Bachelor of Science degree in Business Administration, May 2022
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Undergraduate Thesis
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Citation
Brantuo, Y. (2022). Assessing Service Quality and Customer Satisfaction in the Hospitality Industry Using the Servqual Model – A Case Study of Fiesta Royale Hotel. Ashesi University.