Hotel Management and Customer Satisfaction: Case of a Five Star Hotel

Abstract

The field of hotel management revolves around ensuring impeccable hospitality experience for the guests. This experience is ensured through the operation of a collection of interrelated service departments with which hotels in-general are managed. This research focuses on the elements of hotel management that have profound impact in generating customer satisfaction at The Westin Dhaka, which is one of the leading hotels in Dhaka city. In doing so, the paper focuses on evaluating customer expectations and perceptions and looks for possible gaps in the levels of expectations and satisfaction. As the theoretical framework, this paper utilizes the Expectation disconfirmation theory and the SERVQUAL Model to evaluate the perception-level and expectation of the guests. To identify these, the researcher has developed the research instrument (the questionnaire) utilizing Parasuraman et al. (1988)’s conceptualization on service efficiency that coined a 22-attribute framework with specific focus on dimensions e.g., tangibility, reliability, responsiveness, assurance and empathy. The instrument has been utilized to accumulate primary data from The Westin Dhaka’s guests for three different weeks which is then used to conduct a Gap Analysis of the SERVQUAL dimensions. Finally, the data is analyzed through IBM SPSS Statistics software to determine whether the SERVQUAL dimensions have impact in guest satisfaction at The Westin Dhaka.