THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: IN THE CASE OF HYATT REGENCY HOTEL

Abstract

The main purpose of this study is to determine the effect of service quality on customer satisfaction. One of the principal activities in Business Company to stay in a business is having satisfied and loyal guest’s. The Literatures has reviewed in order to realize the effects of service quality on customer satisfaction and to identify level of relationship between them. The study is the descriptive and explanatory designs. Both primary and secondary data collection instruments were used to collect data. The primary data was collected through open and closed ended questionnaire. Qualitative data was analyzed through the use of descriptive statistics which include frequency and percentage. The analyzed data was then presented in the form of table. It is done by statically package for social science (SPSS) version 20. The target populations of this study were selected from Hyatt Regency Customers. The sample sizes for this paper were 125 guests of Hyatt Regency hotel. Qualitative data gathered through the questionnaires, and secondary data together helped the researcher to infer statistical data analyses. The researcher used both probability and non-probability sampling techniques to select the target population.