Service Quality and Customer Satisfaction in the Hospitality Sector: A paper review and future research directions

Abstract

This literature review examines the critical relationship between service quality and customer satisfaction in the hospitality sector. The study synthesizes findings from numerous research papers, emphasizing the significance of service quality as a key driver of customer satisfaction, loyalty, and business success in the highly competitive hospitality industry. The review explores various dimensions of service quality, including tangibles, reliability, responsiveness, assurance, and empathy, and their impact on customer perceptions and satisfaction levels. Special attention is given to the SERVQUAL model as a widely used tool for measuring service quality across these dimensions. The paper also discusses the challenges faced by hospitality service management, such as high employee turnover, evolving customer expectations, and the need for technological integration. Additionally, the review highlights the importance of cultural factors in shaping customer satisfaction and the growing role of online reviews in the digital age. Limitations of current research and potential areas for future study are identified, including the need for more comprehensive data collection and analysis methods in the dynamic hospitality environment. The review concludes by emphasizing the ongoing importance of service quality in maintaining competitive advantage in the hospitality sector.