THE CLASSIFICATION AND QUALITY OF SERVICE AND HOTEL CUSTOMERS' SATISFACTION

Abstract

Different hotels have different classifications and offer variety of services. These hotel establishments have one common goal and that is to satisfy their guests' insatiable needs by providing high quality service which is beyond the expectations of their customers. The researcher examined three important variables – the classification of the hotels, quality of services and customer satisfaction. The researcher sought to determine if the first two mentioned variables – classification of hotels and quality of services, has a relationship to the customer satisfaction. The study concluded that the classification of the hotels did not relate significantly to the customers’ level of satisfaction on the basis of the first three customer satisfaction variables - reception and service, guestroom service and business center, except in the food and beverage variable. Two independent variables under the quality of service factor particularly the empathy and responsibility appeared to have a positive and significant relationship with customer satisfaction. The finding showed that other service quality variables did not affect the customer satisfaction variables.