An investigation into service quality and satisfaction level in 4 star UK hotel industry - Essay Example

Hotels are an important part of the tourism industry and with the trend to globalization, there have been an increasing number of hotels cropping up, offering a wide range of facilities to customers. Four and Five star hotels cater to the affluent public as well as members of the business community and stand out from the other hotels in that they are associated with quality products and superior levels of services. This is why customers are also prepared to pay higher rates at such hotels, on the basis of brand recognition and expectations of a superior level of service.

Within the UK, the hospitality industry is highly competitive and service levels are a vital factor in ensuring a steady supply of customers to enhance productivity of these hotels. Travel and tourism are booming today and several studies have already been carried out on the levels of passenger and hotel resident satisfaction across the globe. The impact of services and facilities available at hotels and their impact upon tourist satisfaction have also been assessed in other studies; however the number of studies that have examined the impact of these services in terms of customer perception specifically at four star hotels in the UK are fewer.

This study could therefore help to provide more insight into this area and add to the pool of existing research. Hotels play an important role in tourism business [Medik and Ingram, 2000], since they serve as a venue for the conducting of important business transactions as well as tourist and holiday destinations, providing an area where monies are spent. The quality of the accommodation offered at the hotels plays a vital role in their selection by people who use them [Cooper et al, 1996]. ].

In the atmosphere of fierce global competition that exists in today’s world, adopting the best practices in respect to the management and execution of business has assumed importance in terms of enhancing productivity