Abstract:
After 30 years war, as a country Sri Lanka have a great opportunity to develop tourism
industry and there are lot of tourists come to spend holidays in Sri Lanka from around the
world. In tourism industry Hotels play a major role. Therefore they should be provided
excellent services quality for their customers.
Services quality is considered substantial when it comes to define organizational
success. The winning strategy is to deliver best services quality to customers. Today need
to improve services quality in Sri Lankan hotel industry have come under limelight due
to stiff competition where hotels are trying to attain competitive advantage through the ‘
human factor. Excellent quality service not only results in a profit strategy but also it is
energizing for employees to performto their potential to meet challenges. By providing
quality service, Hotels can sustain customers’ confidence and gain competitive advantages
over their competitors. The objective of this research Study is to examine the relationship
between services Quality and customer Satisfaction.
In this research paper, quantitative studies were used. The data was collected
through questionnaire which contained five point likert questions. Results of different
correlations, T-test and sequence graphs revealed a great deal of existing services with
customer satisfaction. Mainly courtesy of attendants, comfort in guestroom, cleanliness
and environment of hotel have played vital role in creating serenity and subsequent contentment
among customers. Our study confirms direct relation between Service Quality
and customer satisfaction. It seems judicious to believe that understanding of customer
satisfaction role is extremely significant as it appears key factor in the success of modern
Hotel Industry. Through the finding the managers can understand the present level and
make Strategies in order to enhance the Services Quality of the Hotels.
