In the hospitality industry, service quality experience as perceived by hotel guests (customers) is a critical success factor as it determines the extent of customer satisfaction and influences their continued patronage intention. Also, word of mouth advertising by satisfied guests is a significant way of promoting the image of the hotel as it involves zero costs for the hotel and a credible source of message for the audience. Service quality and customer satisfaction therefore influence the success of the hotel in bringing in more customers, retaining customers, increased profitability and are great sources of competitive advantage in the hospitality industry. To sustain and improve the high level of service quality, hotel management should assess how well they have served their customers and how competitive they have grown as a result of continuous service quality improvements. With this aim, the study identifies the key service quality dimensions that influence the customer’s perceived service quality and attempts to offer suggestions to the management by identifying key success factors that improve the present level of service quality.
service quality, customer satisfaction, critical success factor, competitive advantage
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