A survay for determining the relationship between service quality management and customer satisfaction

Service quality is a measure of meeting consumers expectations with regard to the service offered as well as an indicator for the satisfaction level of a consumer. In other words, service quality can be defined as the ability of a service providor to meet consumer expectations and beyond. Customer satisfaction means customer perception of service delivery. Moreover, it is a function of service performance compared to customer expectation. For this reason, it is important to understand how customer expectations are created to define the factors of service satisfaction. Different customers have different expectations based on their perceived knowledge. Different customer expectations mean that the performance of the service can be predicted by the customers. Customers will be satisfied if service performance is met or if it exceeds their expectations. In recent years, while customers are constantly demanding higher quality of services, competition in hotel businesses is growing rapidly. In order for hotels to remain competitive, they need to analyze customer expectations and perceptions of service quality provided by their staff. In this study, the expectations and perceptions of customers have been investigated according to the five dimensions of service quality in a hotel operation by using SERVPERF model, which was developed by Cronin and Taylor (1992); Moreover, an ampirical study was conducted in order to figure out how customers rate service quality.