The Impact of Service Quality on Customer Satisfaction in the Hospitality Industry

Bc. Darya Shkodina

Bakalářská práce

Abstract:

Shkodina Darya. The Impact of Service Quality on Costumer Satisfaction in the Hospitality Industry. [Bachelor thesis] University College Prague. Prague: 2025. Total number of pages: 55 This thesis explores the impact of service quality on customer satisfaction in the hospitality industry. The thesis conducts a comprehensive literature review, in order to assess how and why service quality is a strong determinant of customer satisfaction. Ultimately, sustained service quality contributes towards customer satisfaction, which in turn generates loyalty and an increase in financial performance. Based on this background, the thesis utilizes a sample group of 216 respondents in combination of the SERVQUAL model, to identify the most important dimensions of service quality for Czech hospitality customers, identifying through the use of exploratory and confirmatory factor analysis that the most important dimension is responsibility, with the least important being responsiveness. The study formulates recommendations for Czech hospitality management, as well as exploring the theoretical basis in accordance with the findings.

Keywords

\Analysis, Confirmatory, Customer, Exploratory, Factor, Quality, Satisfaction, Service

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 24. 4. 2025

Obhajoba závěrečné práce

• Obhajoba proběhla 2. 6. 2025
• Vedoucí: Ing. Darina Svobodová
• Oponent: Mgr. Dana Kolářová, Ph.D.

University College Prague – Vysoká škola mezinárodních vztahů a Vysoká škola hotelová a ekonomická s.r.o.

Bakalářský studijní program / obor:
Hospitality Management / Hospitality Management