Investigating the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty in Hotel Industry: Bangladesh Perspective

Md. Alauddin; Syed Hasib Ahsan; Dr. Mohammad Masrurul Mowla; Md. Mahmudul Islam

Investigating the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty in Hotel Industry: Bangladesh Perspective

Md. Alauddin * §

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Syed Hasib Ahsan

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Dr. Mohammad Masrurul Mowla

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Md. Mahmudul Islam

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§ International Islamic University Chittagong

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Abstract

This paper attempts to reveal the relationship between service quality, customer satisfaction and customer loyalty of the hotel sector in Bangladesh. A total of one hundred native and international tourists are selected for this study. The self-employed form survey was used to gather information from the respondents by using SERVQUAL model. Data has been analyzed by using SPSS version-22. The relationship between the variables was studied by applying Pearson Correlation analysis. Results indicate that a significant relationship exist between service quality attributes and customer satisfaction. Results conjointly revealed that service quality results in satisfying customers and customers’ satisfaction results in customer loyalty. Hotel managers should offer better services to their customers for gaining competitive advantage, and it will facilitate them to guide the market with efficiency.

References

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Md. Alauddin, Syed Ahsan, Dr. Mowla, Md. Islam. 2019. "Investigating the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty in Hotel Industry: Bangladesh Perspective". Global Journal of Management and Business Research, Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 19 (GJMBR Volume 19 Issue A1).

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GJMBR Volume 19 Issue A1

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

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Classification

GJMBR-A Classification JEL Code: M19

Submission ReceivedDecember 7, 2018
Peer Review Double Blind
Handling Editor
Accepted January 5, 2019
Published January 15, 2019

Version of record

v1.2

Issue date

February 9, 2019

Language

English

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Article Matrices

Total Score: 156

Country: Bangladesh

Subject: Global Journal of Management and Business Research

Authors: Md. Alauddin, Syed Hasib Ahsan, Dr. Mohammad Masrurul Mowla, Md. Mahmudul Islam (PhD/Dr. count: 1)

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