Service quality and customer satisfaction in resorts: Antecedents of gap from the perspective of SERVQUAL gap model
DOI:
https://doi.org/10.15649/2346030X.4835Keywords:
antecedents of gap, customer satisfaction, gap model, resorts, service quality, SERVQUALAbstract
This study was conducted to measure the existing level of service quality and customer satisfaction in the resorts of Nepal and also identified the antecedents of SERVQUAL gap (Parasuraman et al.,1985) of the resort employees and their customers. The quantitative survey design with descriptive statistics was used in this study. Five gaps of original SERVQUAL were considered to justify the antecedents of gap on the perspectives of SERVQUAL Gap Model. Total 303 employees and customers each from the Bagmati province of Nepal were the sample respondents. The five-point Likert scale was used to quantify the data with maximum 5 and minimum 1. The study revealed that average mean of service quality of the resorts in Nepal was 4.54 with 0.286 divergence from the perspective of employees and average mean of customer satisfaction was -0.81 with 1.025 divergence from the perspectives of customers. All the six components of the contextualized SERVQUAL of Adhikari et al. (2023) was not met or exceeded the customers' expectations in the sample resorts of Nepal. Therefore, continuous improvement is required to meet or exceed the customers' expectations. This study opens the possibility of incorporating research aligning with service quality, customer satisfaction, and culture as well as inherent human selfless service and their values as research content for future research as an implication.
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