Measuring Service Quality’s Impact on Customer Satisfaction in the Hotel Enterprises of Islamabad: Assistance with Five Dimensions

Abstract

With the arrival of new government several novel policies are being made for the development of tourism in Pakistan, for this hotel industry can prove to be an emergent growing service sector with huge potential in Pakistan in coming decade. So far, it has already been an industry of exceedingly matured development. However, with the increase of the competition not only locally but globally, hotel industry of Islamabad must put forward good quality services to its customers since it is a well understood phenomena that service industry is viewed as a measure for market modernization. Several researches on service industry focus on the measurement of service quality. For hotel industry, which is one of general services industry, a methodically theoretical study about the hotel service quality management is having an important effect on the growth factor. This study proposes a method to evaluate the hotel service quality in Islamabad. Consequently, this study dedicates on evaluating the hotel service quality based on a survey of customer satisfaction. For conducting study Serena and Marriott Hotel International had chosen that are located in Islamabad, Pakistan.