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An Assessment of Service Quality Practices and Mediating Effect of Customer Focus in Hospitality Industry

Author Affiliations

  • 1Department of Statistics, COMSATS Institute of Information Technology, Lahore, PAKISTAN
  • 2 Department of Management Sciences, COMSATS Institute of Information Technology, Lahore, PAKISTAN

Res. J. Recent Sci., Volume 3, Issue (8), Pages 25-31, August,2 (2014)


Quality is considered to be the key factor in the growth of hotels. Outstanding quality service not merely gives a profit, however it also motivates staff to do to their best to face challenges. In Pakistan’s scenario hotel managers are trying their level best to offer quality services to gain successful market share and to sustain in the competitive environment. The purpose of this research is to identify CSF of hospitality industry. The main objective of this research is to study the mediating impact of customer focus among four independent variables and market share. A total of 139 questionnaires covering six critical success factors of service quality, were distributed among management of three, four and five star hotels of Pakistan, out of which 103 questionnaires were received back successfully and were used for analysis. The results imply that success factors of service quality such as leadership and customer focus have a positive relationship with market share.


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