Assessment of Customer Satisfaction in a Five Star Hotel - A Case Study
Tourism industry has become one of the most profitable industries in the
world. Customer satisfaction has been identified as a key performance indicator in hotel
industry. This study focused on customer satisfaction of a five - star hotel in Kandy district.
Servqual model was employed in the assessment of customer satisfaction of the hotel. The
overall objective of this study was to examine the level of customer satisfaction and major
factors contributing to customer satisfaction in a five star hotel. The data were collected
using a questionnaire containing 49 questions based on 22 variables of the five dimensions
of Tangibility, Reliability, Responsiveness, Assurance and Empathy. Sixty residential
customers of the hotel were randomly selected. Focus group discussions and a perception
survey among hotel staff were also conducted to enrich the findings. Data were analyzed
using descriptive statistics, MINITAB Version 14 with Two Sample T- test. Majority of the
customers expressed their satisfaction with the overall service they received from the hotel,
especially regarding Tangibility, Responsiveness and Assurance. Findings revealed that the
hotel had not fulfilled the customers’ satisfaction with regard to Reliability and Empathy. It
was note-worthy that a minority of customers felt overall dissatisfied with the service of the
hotel. Customers seemed to have perceived the same service differently. Customers’
expectations had been influenced by their knowledge about general standards of hotel
practices.