Service Quality Dimensions Shaping Customer Satisfaction in the Hotel Industry of Bangladesh: A Study in Chattogram

Abstract

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.