Effect of Demographic Variables on Service Quality Dimensions: An Empirical Assessment of Hotel Industry

The main purpose of this study was to examine the relationship between banking service quality dimensions and customer satisfaction in Nepalese banking industry. Three commercial banks operating in Kailali district (Rastriya Banijya Bank, Nabil Bank and Global IME bank) were taken as sample and 327 depositor customers of these banks were surveyed using structured five point Likert scale questionnaire. Data was collected via online and field survey by visiting the customers at related banks, business organizations and government and non government offices of Kailali. SPSS version 20, Pearson’s correlation and multiple regression analysis have been used to analyze the data. The findings of this study revealed that there is positive relationship between service quality and customer satisfaction. All the service quality dimensions have statistically significant positive impact on customer satisfaction except tangibility. It means higher service quality helps increase customer satisfaction. The results of this study will help bank mangers to focus on their customer’s satisfaction in order to compete favorably in banking Industry. Future researchers can conduct their study focusing on mediating effect of customer satisfaction in service quality and customer loyalty. Effect of demographic variables on satisfaction is also unanswered in this study so, further study can be done including moderating effect of demographic variables.

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Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry

International Journal of Business and Systems Research ◽

10.1504/ijbsr.2018.10013722 ◽

2018 ◽

Vol 12 (4) ◽

pp. 365

Author(s):

Mahbubar Rahman ◽

Rafikul Islam

Keyword(s):

Performance Analysis ◽

Service Quality ◽

Hotel Industry ◽

Quality Dimensions ◽

Service Quality Dimensions

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Analysis of the Effect of Service Quality Dimensions on Customer Loyalty through Perceived Value, Image, Consumption Emotion and Customer Satisfaction on Shangri-La Hotel Customers in Surabaya

JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS ◽

10.29407/nusamba.v6i2.15977 ◽

2021 ◽

Vol 6 (2) ◽

pp. 307-320

Author(s):

Laurentius Calvin Setia ◽

Ronald Ronald ◽

Amelia Amelia

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Data Processing ◽

Customer Loyalty ◽

Hospitality Industry ◽

Hotel Industry ◽

Perceived Value ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Hotel Customers

The growth of the hospitality industry in Indonesia shows a significant number. In this case requires the company to be able to meet customer needs and adjust customer desires in the overnight process so that the company must be able to detect what the needs and desires of its customers are. Therefore, the presence of Shangri-La Hotel Surabaya is very influential in the development of the hotel industry, especially in Surabaya. This study aims to analyze the effect of Service Quality dimensions on Customer Loyalty through Perceived Value, Image, Consumption Emotion and Customer Satisfaction to the Shangri-La hotel customers in Surabaya. The sample used in this study is 250 respondents. For processing and analyzing data in this study, namely by using Amos version 22.0 as software for data processing. This study has 12 hypotheses and all of them have significant results.

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