HOSPITALITY INDUSTRY: SERVICES AND SATISFACTION: AN ANALYSIS

Abstract

A multitude of subsectors make up the hospitality industry, which is worth several billions of dollars. These subsectors include the hotel industry, tourism services, event arrangement, and transportation. This sector is seeing rapid expansion as a result of a significant focus placed on the quality of service and the pleasure of customers. In order to maintain a positive reputation, it is essential for businesses operating in the hospitality sector to place a high priority on satisfying the needs, expectations, and wishes of their customers. When compared to businesses that manufacture physical objects, the hospitality industry faces an entirely different set of challenges. This is mostly attributable to the fundamental distinctions that exist between services and products. When compared to the sector of product sales, the service industry has a higher likelihood of failure than the product sales sector. When it comes to achieving a lasting competitive advantage, service quality has emerged as an instrument of critical importance. When it comes to the hospitality sector, ensuring that customers are happy and satisfied is an essential component. Within the context of the contemporary market, the relevance of providing excellent customer service has substantially risen. In the hospitality business, customers play an essential part in the consuming process and frequently have their own expectations regarding the quality of service and the level of treatment they receive. Customers in the modern hotel sector are becoming more discerning and demanding, and they have less time available to them. This study's primary purpose is to investigate the relationship between the quality of service and the level of satisfaction experienced by customers. The purpose of this study is to determine the many aspects of service quality that have an effect on the level of happiness that clients have with their hotel stay. The methodology of quantitative research was utilised in the analysis of this investigation. A method for the distribution and collection of data that makes use of the features that are associated with random sampling. In this analysis, there were 115 people that participated as part of the sample. The data suggested that reliability had a negative correlation with customer satisfaction; however, the remaining four aspects of service quality, namely physical, responsiveness, assurance, and tangibility, demonstrated favourable relationships with customer satisfaction.