International Journal of Humanities and Social Science

ISSN 2220-8488 (Print), 2221-0989 (Online) 10.30845/ijhss

Impact of SERVQUAL Dimensions over Customer Loyalty in Hospitality Industry of Pakistan
Ahmed Nadeem, Nadia Nasir

The paper critically reviews different researches on hospitality industry of Pakistan. These researchers include hotel sector, restaurants and other various sectors in the hospitality industry. Various researches have been carried out focusing on different behavioral intentions of the customers. These include, customer loyalty, customer satisfaction and customer repurchase intentions. The purpose of writing this paper was to increase the awareness about SERVQUAL dimensions (empathy, tangibles, responsiveness, etc.), that how can they impact over customer loyalty. Studies have same results overall i.e. increase in these SERVQUAL dimensions (empathy, tangibles, responsiveness, etc.) would increase customer loyalty, satisfaction and repurchase intentions. The paper critically reviews the literature of various researches and discusses the improvements required in them. This study can help in developing a stronger relationship with customers. Hotel and restaurant managers and even other areas of hospitality industry can use this study for customer relationship management.

Full Text: PDF