Literature Review Literature On Service Quality And Customer Satisfaction In The Hotel Industry

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Literature Review The literature review will explore service quality and customer satisfaction in the hotel industry from multiple perspectives. It begins with a review of multiple definitions of service quality and customer service taken from the literature. The relevance of service quality to the hospitality industry, with an emphasis on service quality and customer satisfaction on the hotel industry is discussed about research available on current and past studies in the research. The methods that can be used to measure customer satisfaction are then discussed, followed by a review of TQM in the hotel industry an overview of the Malcolm Baldridge award and related measures of quality in the industry, and the relationship between service quality and customer satisfaction on the industry.
Service and Customer Satisfaction Lu, Merchoux, Marek, and Chen (2015) define customer satisfaction as a factor predicted by service quality. Customer satisfaction can be determined regarding quality service and about factors of perceived quality that are defined by customers (Sudin, 2011; Nasution & Mavondo, 2005). According to Mazumder & Hasan (2014), service quality and perceptions of service delivered by hotels often vary. The purpose of their research was to attempt to bridge the gap that existed between national and international hotel guest’s perceptions of quality and view of service quality delivered by hotels. This model is often used in research using many

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