Measuring Service Facility and Customer Satisfaction of the Luxury Hotels of Khulna

Authors

DOI:

https://doi.org/10.35649/KUBR.2008.6.12.4

Keywords:

Customer Satisfaction, Luxury Hotel, Service Quality

Abstract

The Hotel industry is an important contributor to the tourism industry of the country. This research is aimed to identify whether the customers of Luxury Hotels of Khulna are satisfied or not, and to what extent they are satisfied in the context of services of luxury hotels in Khulna, Bangladesh, an industrial city and center of tourism attraction. A total number of 19 factors connected with measurement of service facility and customer satisfaction were investigated, analyzed, and evaluated in this regard. The findings indicated, as a whole, that the hotel guests’ perceptions of service facility provided by the hotel industry were lower than their expectations.

Author Biographies

  • S.M. Zahidur Rahman, Khulna University

    Assistant Professor, Business Administration Discipline, Khulna University, Khulna, BD

  • Eijaz Ahmed Khan, Khulna University

    Assistant Professor, Business Administration Discipline, Khulna University, Khulna, BD

  • S. M. Towhidur Rahman, Khulna University

    Assistant Professor, Business Administration Discipline, Khulna University, Khulna, BD

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Published

2009-10-01

Versions

  • 2009-10-01 (Version of Record 1.0)

Issue

Vol. 6 No. 1-2 (2016): Volume 6, Number 1 & 2

Section

Articles

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Copyright (c) 2016 Khulna University Business Review

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How to Cite

Rahman, S. Z., Khan, E. A., & Rahman, S. M. T. (2009). Measuring Service Facility and Customer Satisfaction of the Luxury Hotels of Khulna. Khulna University Business Review, 6(1-2), 49-61. https://doi.org/10.35649/KUBR.2008.6.12.4