SERVICE QUALITY AND TOURIST SATISFACTION IN HOTELS

Abstract

Service quality is a critical determinant of tourist satisfaction and loyalty in 
the hotel industry, with high-quality service leading to positive word-of-mouth 
and repeat visits. Key dimensions of service quality, often measured via the 
SERVQUAL model, include tangibles, reliability, responsiveness, assurance, and 
empathy. Studies show that responsiveness and empathy are frequently the most 
influential factors in driving overall customer satisfaction.