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The Impact of Service Quality on Customer Satisfaction in a Dublin Hostel - Case Study

Marques da Silva, Valter (2014) The Impact of Service Quality on Customer Satisfaction in a Dublin Hostel - Case Study. Diploma thesis, Dublin, National College of Ireland.

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Abstract

The tourism and hospitality industry are one of the most profitable industry in the world and has been responsible to generate approximately 180 thousands job positions and produce around €5 billion a year in revenue from home and abroad, approximately 3% of GDP(CSO, 2012) in Ireland. These industries have been marked by the competitive environment and its scenario requires that companies provide high level of service quality as a differentiation between competitors with the purpose to satisfy the customers.

The purpose of this research is to examine the impact of service quality dimensions including, tangibility, reliability, responsiveness, assurance and empathy, on customer satisfaction in a Dublin hostel.

The research are based on quantitative methods using online survey to conduct the hypothesis test among 324 guest of hostel with the purpose to identify the customers’ perceptions based on the service offered and the impact on customer satisfaction.

The finding of this research state that the dimensions of service quality, tangibility and assurance has influence on customer satisfaction in a hostel industry and these findings reinforces the need for the hostels’ managers to place an emphasis on the dimensions of service quality, especially tangibility and assurance, and also improve the communication skills of staff with the purpose to improve the level of empathy with customers.

This research has been developed in a specific hostel in Dublin, therefore, the findings has to be used carefully in attempting to avoid generalizations into the hostel industry. This limitation has to be considered in further research focusing expand this research for the whole hostel industry.

In the end, hostels’ managers have to be aware that among the various dimensions of service quality, tangibility and assurance was especially significant in predict the customer satisfaction. Improving the level of service offered is the key factor to customer satisfaction.

This research is the first systematic study that analyse the impact of service quality on customer satisfaction in Ireland and should be used as a model for other players in this industry.

Item Type: Thesis (Diploma)
Subjects: Q Science > QA Mathematics > Electronic computers. Computer science
T Technology > T Technology (General) > Information Technology > Electronic computers. Computer science
Divisions: School of Computing > Higher Diploma in Science in Data Analytics
Depositing User: CAOIMHE NI MHAICIN
Date Deposited: 16 Dec 2014 17:35
Last Modified: 16 Dec 2014 17:35
URI: http://trap.ncirl.ie/id/eprint/1902

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