CHITTAGONG INDEPENDENT UNIVERSITY (CIU)

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CIU Journal ISSN (Print): 2664-0457 ISSN (Online): 2664-0465 CIU Journal (Chittagong Independent University Journal), a double blind peer-reviewed journal, is published in hard and soft forms in December every year. However, a submission is welcomed any time of the year. CIU journal promises to an esteemed outlet for showcasing high-quality research related to all branches of contemporary knowledge – natural sciences, social sciences, liberal arts, engineering, business and law. The CIU journal is destined to advance the contemporary theoretical and empirical knowledge through publication and dissemination of innovative research articles to the scholarly community with special emphasis on Bangladesh and other emerging economies of the world. Thus, the CIU Journal is multidisciplinary in scope and is open to all research methods including qualitative, quantitative and mixed approaches. The CIU Journal publishes empirical papers, conceptual papers, review papers, case studies, research notes, practitioners’ perspectives and book reviews.

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    Service Quality Dimensions Shaping Customer Satisfaction in the Hotel Industry of Bangladesh: A Study in Chattogram
    (CIU Journal, 2019-12-01) Rashid Ahmed Chowdhury 1, Rahat Bari Tooheen 2
    Bangladesh is an emerging economy and Chattogram is the most important city considering its economic contribution to the nation, and as such, it is not at all surprising that Chattogram is considered the ‘Commercial Capital’ of Bangladesh. This paper accentuates on the hotel industry of Chattogram and attempts to uncover the role of service quality elements in shaping tourist/customer satisfaction in the hotel industry. Keeping this objective in mind, three different star-category hotels have been selected including Hotel Agrabad, Peninsula, and Radisson Blu Chattogram Bay View. The focus of the study has been confined to unveiling the customer/guest/tourist perception of the service quality provided by the selected hotels. Mean and Gap Analysis have been measured for each of the selected hotels to reveal the guest / customer perception of five service quality dimensions (tangibles, reliability, assurance, responsiveness, and empathy). Based on the observations, a number of measures have been recommended for the hotels to improve their service quality.
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