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Conceptual Study of Relationship between Service Quality and Customer Satisfaction

Author Affiliations

  • 1 Dept. of Family Resource Management, Faculty of Home Science, L.A.D. College for Women of Arts, Commerce and Science and Smt. R.P. College of Home Science and Home Science Technology, Seminary Hills, Nagpur, INDIA
  • 2STES’ Sinhgad Institute of Hotel Management and Catering Technology, Gat no. 309/310, Kusgaon (Bk), Lonavala Pune, INDIA

Int. Res. J. Social Sci., Volume 3, Issue (2), Pages 9-14, February,14 (2014)


The competitive environment in the hospitality industry requires every hotelier to seek highest customer satisfaction and service quality proves to be instrumental in achieving it. Various definitions of satisfaction are discussed and relationship of the quality is investigated. The study focuses on interdependence of service quality and customer satisfaction and it implications for hospitality industry. However in absence of any universal scale for estimate of satisfaction, the meaning of satisfaction becomes unclear and ambiguous, but the in business terms customer satisfaction is an important factor sustaining the business and its further development.


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