Impact of Service Quality on Customer Satisfaction in Hotels: A Study With Special Reference To Lemon Tree Hotel Dehradun

Abstract

The hospitality industry is highly competitive and service quality play a vital role in influencing customer satisfaction and long term loyalty. This study examines the impact of service quality on customer satisfaction in Hotels; with special reference to lemon tree hotel Dehradun. The study is based on the SERVQUAL model, which includes five dimensions of service quality: tangibility, reliability, assurance responsiveness and empathy. Primary data were collected from 120 hotel guest through well structured questionnaire using a five point likert scale purposive convenience sampling technique was used for data collection. The collected data were analyzed by using reliability analysis, correlation and multiple regressions. The findings indicate that all five dimensions of service quality have a significant and positive impact on customer satisfaction, with reliability and responsiveness emerging as most influential factors. The study emphasizes, the importance of delivering consistent and high quality services to enhance customer satisfaction, encourages repeat visits and generate positive word of mouth. The findings offer practical insights for hotel management to improve service performance and contribute to the existing literature on service quality and customer satisfaction in the hospitality industry.