Abstract
Bangladesh's economy is dependent on the service sector, especially the hotel industry. In order to better understand customer satisfaction and boost business performance, hotel industry service quality must be measured. Given this significance, this study's objective is to measure the service quality of the hotel sector and customer satisfaction. This study used random sampling in the case of choosing tourist destination hotel customers. Customers of Bangladesh's one- to five-star hotels provided data for the study, which uses a quantitative methodology. This study used the SERVQUAL model, which has five dimensions: tangibility, reliability, assurance, responsiveness, and empathy. By reviewing various literature, it also added four more dimensions: prices, location, access, and service recovery. Reliability tests of items, frequency analysis, and a gap analysis between perceptions and expectations were carried out based on a questionnaire survey of 400 hotel patrons. This study's findings show that sample hotels' overall service quality is rated at -1.09. In every SERVQUAL dimension, visitors' perceptions of the quality of the services received fell short of their expectations. The expectations of the guests have not been met by the hotels in the sample. According to this study's findings, the management of a few chosen hotels should be aware of what visitors expect from them, standardize pertinent services in line with those expectations, establish appropriate guidelines, and provide the necessary resources to help them close the gaps between perception and expectation and improve customer satisfaction.
Published Version
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