Authors:
P.S. Venkateswaran, Sonia Singh, P. Paramasivan, S. Suman Rajest, Melanie Elizabeth Lourens, R. Regin

Addresses:
1Department of Management, PSNA College of Engineering and Technology, Dindigul, Tamil Nadu. India. 2Toss Global Management, International City Dubai, United Arab Emirates. 3Department of Science & Humanities, Dhaanish Ahmed College of Engineering, Chennai, Tamil Nadu, India. 4Department of Research and Development, Dhaanish Ahmed College of Engineering, Chennai, Tamil Nadu, India. 5Faculty of Management Sciences, Durban University of Technology, Durban, KwaZulu-Natal, South Africa. 6Department of Computer Science and Engineering, SRM Institute of Science and Technology, Ramapuram, India. venkatespsna07@psnacet.edu.in1, soniasinghdr23@gmail.com2, director@dhaanishcollege.co.in3, dean.rnd.tric@dhaanishcollege.co.in4, melaniel@dut.ac.za5, reginr@srmist.edu.in6 

Abstract:

The study aims to determine the influence of service quality on customer satisfaction towards the hotel industry in Madurai. Understanding the interplay between customer satisfaction and the services provided to them is paramount for hotel managers. In today's competitive marketplace, organizations constantly strive to differentiate themselves by delivering exceptional customer service experiences. Quality of service encompasses various dimensions, including responsiveness, reliability, assurance, empathy, and tangibles. When organizations consistently meet or exceed customer expectations across these dimensions, it leads to higher customer satisfaction. By identifying the key factors influencing customer satisfaction, hotels can allocate their resources effectively, tailor their service offerings, and prioritize areas for improvement. Additionally, this knowledge can assist in developing targeted training programmes for hotel staff to enhance their service delivery skills and foster a customer-centric culture. The sample size for this study is 240, and the purposive sampling method was used. Organizations that understand this relationship and proactively manage their service delivery processes stand to gain a competitive advantage. By consistently exceeding customer expectations, organizations can foster strong customer loyalty, increase customer retention rates, and drive positive business outcomes. Hence, the findings indicate that Tangible, Reliability, Assurance, and Empathy positively contribute to Overall SQ, while responsiveness does not significantly impact Overall SQ.

Keywords: Quality of Service Dimensions; Service Quality; Customer Satisfaction; Hotel Industry; Madurai; Training Programmes; Hotel Staff.

Received on: 21/09/2022, Revised on: 11/11/2022, Accepted on: 27/12/2022, Published on: 07/02/2023

FMDB Transactions on Sustainable Social Sciences Letters , 2023 Vol. 1 No. 1, Pages: 1-11

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