An Empirical research on the relationship between Service Quality and Customer Satisfaction in Hotel Industry
The main reason of this study is to determine the relationship between the service quality and customer satisfaction in the Indian hotel industry and to know about the factors which influences customer satisfaction. The study is made on descriptive basis and the primary data is collected from Dineserv scale developed Stevens, P., et al (1995). The data is collected on probability basis from 120 respondents and is analyzed with the SPSS tool .The collected data were classified, tabulated and analyzed with statistical tools Frequency analysis, Mean analysis and Regression analysis. The result showed that majority of the respondents were male and of age more than 45 years who belong to business community. Among the service quality factors, the factor “price” positively influences the customer satisfaction.