RELATIONSHIP BETWEEN SERVICE QUALITY, PERCEIVED VALUE, SATISFACTION AND REVISIT INTENTION IN HOTEL INDUSTRY

Abstract

The work is considered to find the relationship between service quality, perceived value and customer satisfaction and repurchase intentions in luxury hotel management in Pakistan. The purpose of this studyis to find dimensions of service quality and perceived value in hotel industry environment. Survey Questionnaires are used to collect data from 125 luxury hotel customers of Pakistan. After analysis of collected data three dimensions of service quality are identified which is service consistency, service convenience and customer demand fulfillment. This study also enabled to identifytwo dimensions of perceived value which are functional and symbolic.We also found that perceived value and service quality have important and positive relationship with satisfaction and revisit intentions. The paper is one of the first papers to investigate the thorough relationship among all these important factors in Pakistani hotel industry context. It has implications for both the managers and owners of hotel as to what is the quality and satisfaction criterion of customers.