Measuring Service Quality: Realistic Example from the Hotel Industry

There is no doubt that service quality is one of the most important aspects to make the consumers satisfied. But there is a big confusion regarding how the service quality can be measured so that it can be improved to ensure customer satisfaction. This document explains and demonstrates how the latent variables of service quality can be identified and how these factors affect customer satisfaction. To identify the latent variables factor analysis has been used. To find the gap between customer expectation and perception SERVQUAL model has been applied from a different dimension. Finally to measure how these latent factors affect customer satisfaction we have used multiple regression analysis.