Service Quality in the Hospitality Sector

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Paper Type:
Dissertation
Word Count:
10500
Number of Pages:
42
Ref. Syle:
HARVARD
Education Level:
Master
Description:

In this advance world, the concept of service quality in the hospitality sector has been changed due to the changing demand of the customer, so to incorporate this aspect this research aimed to analyse the impact of service quality and its factors on the customer satisfaction in the UK hospitality industry specifically hotels and restaurants. To cater this aim, this research used mono method research to analyse and evaluate the factors of service quality, whereas four factors were highlighted in this research, which were food quality, price, behaviour intention and location and atmosphere. These four factors were analysed through quantitative with the help of primary data that was collected by 99 participants through survey. A research instruments was used by the researcher, in which questionnaire were taken by the customers. The data was then analysed through statistical analysis method for quantitative data. The quantitative findings of this research indicated that food quality, behaviour intention, price, location and atmosphere has the positive and significant impact on the customer satisfaction in the hotels and restaurants segment. Furthermore, the study also provides recommendations and implications.

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