IJSRP, Volume 11, Issue 8, August 2021 Edition [ISSN 2250-3153]
Mushref Mohammed Qasem Saeed, Zhang Xizheng, Rasheed Abdulwase
With the development of hotel industry, service quality and customer satisfaction have become the main part of hotels to obtain a competitive advantage, since they are the prerequisites for customer loyalty and higher profitability. Therefore, this study is based on SERVQUAL scale to measure the relationship between service quality and customer satisfaction from the perception of hotel guests in Changsha city, Yuelu District. By using a convenience sampling method, the questionnaire was distributed to 200 respondents in 6 hotels. However, data was collected from 167 completed questionnaires. The data were analyzed by Statistical Package for Social Sciences (SPSS) version 25 and Smart PLS 3. Reliability and validities of latent variables were confirmed.