Greener Journal of Business and Management Studies

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Greener Journal of  Business and Management Studies  Vol. 4 (4), pp. 146-152, August 2014

 ISSN: 2276-7827 ©  2014 Greener Journals 

Research Paper

Manuscript Number: 062614282


The Relationship between Hotel Rating and Customer Outcomes: Customer Perceived Service Quality and Customer Satisfaction


*Chikosha Felix and Vutete Clever


Department of Business Management, Zimbabwe Open University, 209 Hay Road Bindura.

*Corresponding Author’s Email: frixch @hotmail .com


In this present milieu, the need to improve service quality and customer satisfaction is considered substantial due to stiff competition between businesses. Service quality and customer satisfaction can easily define organisational success. The study scrutinises the relationship between hotel rating and the customer outcomes; service quality and customer satisfaction. In this research paper, the quantitative research approach was used. A total of 60 hotel guests were taken as respondents for each of the selected hotels. The data was collected through questionnaires with structured questions. Perceived service quality and customer satisfaction levels were recorded highest for Rainbow Hotel (5 star), followed by Holiday Inn Hotel (4 star) and then Crown Plaza Hotel (3 star). This implies a positive relationship between hotel ratings the customer outcomes. It is judicious to believe that upgrading service quality increase customer satisfaction and ultimately results in improved hotel ratings.

Keywords: hotel star rating, service quality, customer satisfaction.


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