An Empirical Study of the impact of Service Quality on Customer Satisfaction and Repurchase Intentions in Hotels of Northern India

Abstract

Objective: Perceived service quality is the most important predictor of customer satisfaction. The purpose of this study was to investigate the impact of the service quality on the overall satisfaction of customers and their repurchase intentions in hotels of northern India. Method: This cross-sectional study was conducted in the year 2016. The studys sample consisted of 663guests who were staying in hotels of northern India, by using stratified random sampling. A questionnaire was used for data collection contacting 36 items (26 items about service quality and 5 items about overall satisfaction and 5 items about repurchase intentions) and its validity and reliability were confirmed. Data analysis was performed using descriptive and statistical analysis. Result: this study found a strong relationship between service quality and customer satisfaction as well as customer satisfaction and repurchase intentions. Conclusions: Constructs related to tangibility, empathy, assurance had the most positive impact on overall satisfaction of customers. Managers and owners of hotels should give the services as per the requirements of the customers. Anjum Ara | Abid Shafi Zargar"An Empirical Study of the impact of Service Quality on Customer Satisfaction and Repurchase Intentions in Hotels of Northern India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-3 , April 2018, URL: http://www.ijtsrd.com/papers/ijtsrd12805.pdf http://www.ijtsrd.com/management/marketing/12805/an-empirical-study-of-the-impact-of-service-quality-on-customer-satisfaction-and-repurchase-intentions-in-hotels-of-northern-india/anjum-ara