Abstract
The main aim of this study was to assess the influence of communication on customer satisfaction. Descriptive statistics (mean score and standard deviation) were used to examine the customers’ perceptions and current status of customer satisfaction. The least performance was obtained from the mean score of communication dimension. Correlation and regression analysis were used to see the relationship between dependent and independent variables as well as to investigate cause and effect relationships. The key finding showed that there was a positive and significant effect of communication on customer satisfaction.
Highlights
Service quality is one of the foremost practical tools for the hotel Industry's success
The study concluded that providing quality service while communicating with customers plays a significant role in enriching customer satisfaction
Based on the study result, it is identified that the need to improve service quality dimensions with more emphasis serving customers through interacting with them by using a useful communication tool
Summary
Service quality is one of the foremost practical tools for the hotel Industry's success. They are evaluating (Ramachandran & Chidambaram, 2012). Getty and Getty (2003) describes customers as being primary and important players among those stakeholders. They are the sources of profit for profit-making organizations and, the primary reason for being operational for non-profit organizations. There's a general agreement by researchers that the concepts of customer satisfaction and quality service are too interrelated. Satisfaction and quality service are draws in meaning; they're distinct. Customer satisfaction was considered a transaction-specific evaluation (Tan, Oriade, & Fallon, 2014)
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