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International Journal of Latest Research in Science and Technology

DOI:10.29111/ijlrst   ISRA Impact Factor:3.35,  Peer-reviewed, Open-access Journal

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STUDY ON THE CORRELATION AMONG SERVICE QUALITY, RELATIONSHIP QUALITY AND CUSTOMER SATISFACTION ? A CASE STUDY OF H HOTEL

Research Paper Open Access

International Journal of Latest Research in Science and Technology Vol.4 Issue 4, pp 1-7,Year 2015

STUDY ON THE CORRELATION AMONG SERVICE QUALITY, RELATIONSHIP QUALITY AND CUSTOMER SATISFACTION ? A CASE STUDY OF H HOTEL

Yi-Chan Chung, Heng-Chi Chen

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Received : 01 July 2015; Accepted : 19 July 2015 ; Published : 31 August 2015

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Abstract

Due to the public’s growing demand on hotel service quality, under the increasingly intense market competition, how the hotels improve service quality and relationship quality, in order to provide the guests with better services and improve business performance, has been the focus in the operational strategies of many hotels. This study aims to explore the correlation among hotel service quality, relationship quality and customer satisfaction. From March 2015 to April 2015, a total of 181 valid questionnaires were retrieved. The results showed that better service quality has a significantly positive effect on relationship quality and customer satisfaction. When the relationship quality is high, the customer satisfaction is also higher. Therefore, hotels should enhance customer satisfaction by improving service quality and relationship quality, thus elevating business performance. This study also explored the execution of service quality, and proposed the improvement items as reference for hotels.

Key Words   
Service quality, Relationship quality, Customer satisfaction
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To cite this article

Yi-Chan Chung, Heng-Chi Chen , " Study On The Correlation Among Service Quality, Relationship Quality And Customer Satisfaction ? A Case Study Of H Hotel ", International Journal of Latest Research in Science and Technology . Vol. 4, Issue 4, pp 1-7 , 2015

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