Service Quality influence on Customer Satisfaction in Case of Mongolia Hotel Service
Journal Title: Invention Journal of Research Technology in Engineering & Management - Year 2018, Vol 2, Issue 10
Abstract
In the recent years, Service quality is a vital factor in customer satisfaction in the hotel industry, because high service quality produces high customer satisfaction. In addition, Customer satisfaction is the difference between service delivery and customer perception. If the quality doesn’t meet their perception, the customer has low satisfaction. The satisfaction is used to measure customer loyalty, increase revenue and reduce churn. In addition, it is essential to attract new customers and differentiate in the competitive market. Therefore, the research study focus to determine the relationship of service quality and customer satisfaction in the case of Mongolian Hotels. The study based on the SERVQUAL model which include 5 dimensions or 23 items. The survey was gathered from 322 respondents in 5 hotels with 3 stars. Research findings show that all of SERVQUAL dimensions have positive relationship but Tangibles, Reliability, Responsiveness has highest positive affect on customer satisfaction
Authors and Affiliations
Erdenechimeg Batsukh
Keywords
Related Articles
- EP ID EP408531
- DOI -
- Views 121
- Downloads 0
Activity of credit intermediation and factoring companies in Poland
The article discusses the changes taking place in the method of financing Polish enterprises and the analysis of economic entities in the financial services sector. Concepts related to this topic were presented and forec...
The business model of development of biogas technology market in Poland: opportunities and threats
Due to the requirements of the EU in increasing the share of energy generated from renewable sources to 15% (3 x 15%) in traditional energy production technology based on fossil fuels combustion in Poland, it is observed...
Modeling Heat Transfer Coeficient Of Air Using Buckingham PiTheory
Heat transfer coefficients of dryers are useful tools for correlation formulation and performance evaluation of process design of dryers as well as derivation of analytical model for predicting drying rates. A model equa...
Determinants Of Implementation Of County Water And Sanitation Programme In Maseno Division Of Kisumu West SubCounty, Kisumu County, Kenya
The provision of water and sanitation globally, is threatened by climate change and pollution. Many industrialized and developing countries alike are struggling to achieve universal safe water coverage of 100% piped wate...
Existence of solutions for nabla Caputo left fractional boundary value problems with a p − Laplacian operator
In this paper, we investigate the existence of solutions for nabla fractional boundary value problems with a p − Laplacian operator. Under the nonlinear growth conditions, the existence result is established by using Sch...