ISSN 2394-5125
 

Research Article 


RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF SELECTED HOTELS IN DEHRADUN, UTTARAKHAND

Shailesh Chamola, Ashok Kumar, Dr. Yashpal Singh Negi.

Abstract
This research was conducted on hotels of Dehradun, UttarakhandIndia,2019.Aim of this research paper is to explore
service quality provided by the hotels of Dehradun and to investigate the relationship among service quality, customer
satisfaction and customer loyalty. In this paper standard model of service quality is used to evaluate service quality of
different hotels of Dehradun.(Parasuraman et al., 1994 purposed the SERVQUAL scale of service quality is used to
measure loyalty and Bitner and Hubbert (1994 instrument was used to examined customer satisfaction. This research was
emphasis only in hotels of Dehradun district of UttarakhandMost of the respondent 281 were customers of hotels.The
resultof research shows that various service quality dimension have a significant relationshipwith customer satisfaction
and loyalty. These findings are further explored

Key words: Service quality, SERVQUAL, Satisfaction, Service loyalty


 
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Pubmed Style

Shailesh Chamola, Ashok Kumar, Dr. Yashpal Singh Negi. RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF SELECTED HOTELS IN DEHRADUN, UTTARAKHAND . JCR. 2020; 7(3): 1623-1633. doi:10.31838/jcr.07.03.238


Web Style

Shailesh Chamola, Ashok Kumar, Dr. Yashpal Singh Negi. RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF SELECTED HOTELS IN DEHRADUN, UTTARAKHAND . http://www.jcreview.com/?mno=12823 [Access: May 31, 2021]. doi:10.31838/jcr.07.03.238


AMA (American Medical Association) Style

Shailesh Chamola, Ashok Kumar, Dr. Yashpal Singh Negi. RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF SELECTED HOTELS IN DEHRADUN, UTTARAKHAND . JCR. 2020; 7(3): 1623-1633. doi:10.31838/jcr.07.03.238



Vancouver/ICMJE Style

Shailesh Chamola, Ashok Kumar, Dr. Yashpal Singh Negi. RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF SELECTED HOTELS IN DEHRADUN, UTTARAKHAND . JCR. (2020), [cited May 31, 2021]; 7(3): 1623-1633. doi:10.31838/jcr.07.03.238



Harvard Style

Shailesh Chamola, Ashok Kumar, Dr. Yashpal Singh Negi (2020) RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF SELECTED HOTELS IN DEHRADUN, UTTARAKHAND . JCR, 7 (3), 1623-1633. doi:10.31838/jcr.07.03.238



Turabian Style

Shailesh Chamola, Ashok Kumar, Dr. Yashpal Singh Negi. 2020. RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF SELECTED HOTELS IN DEHRADUN, UTTARAKHAND . Journal of Critical Reviews, 7 (3), 1623-1633. doi:10.31838/jcr.07.03.238



Chicago Style

Shailesh Chamola, Ashok Kumar, Dr. Yashpal Singh Negi. "RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF SELECTED HOTELS IN DEHRADUN, UTTARAKHAND ." Journal of Critical Reviews 7 (2020), 1623-1633. doi:10.31838/jcr.07.03.238



MLA (The Modern Language Association) Style

Shailesh Chamola, Ashok Kumar, Dr. Yashpal Singh Negi. "RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF SELECTED HOTELS IN DEHRADUN, UTTARAKHAND ." Journal of Critical Reviews 7.3 (2020), 1623-1633. Print. doi:10.31838/jcr.07.03.238



APA (American Psychological Association) Style

Shailesh Chamola, Ashok Kumar, Dr. Yashpal Singh Negi (2020) RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF SELECTED HOTELS IN DEHRADUN, UTTARAKHAND . Journal of Critical Reviews, 7 (3), 1623-1633. doi:10.31838/jcr.07.03.238