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Article | Journal of Digital Marketing and Communication | Volume 4 - Issue 1 - 2024 | 46-61 | https://doi.org/10.53623/jdmc.v4i1.454
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Guest Insight Regarding Service Quality in Hotels: An Empirical Study from Bangladesh

Author(s): Debasree Bhowmik 1 , Shahariar Hasan 1 , Shohel Md. Nafi 2
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1 Department of Tourism & Hospitality Management, National University, Bangladesh.
2 Department of Tourism and Hospitality Management, Noakhali Science and Technology University, Bangladesh.

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Journal of Digital Marketing and Communication

Volume 4 - Issue 1 - 2024

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The tourism industry is one of the major service sectors expanding rapidly. Hotels play a prime role in delivering service to guests and creating satisfaction. This study aims to measure the guest insight regarding the service quality of star-ranking hotels in Bangladesh. Thus, a quantitative approach was used to conduct the study, and a well-structured, close-ended questionnaire was developed. This study used a five-point Likert scale for collecting data. Statistical tool SPSS 24 was used for data analysis. The analysis of guest insight towards the service quality of star-ranking hotels in Bangladesh shows a positive picture. Key areas such as service quality, food quality, location, and modern facilities receive high satisfaction scores, indicating the hotel's strengths. Safety and security measures are also well-regarded, although in-room security features need enhancement. Employee behavior shows a favorable view, particularly in complaint resolution, though overall service and interaction could improve. Green environment practices are recognized but have growth opportunities, especially in promoting energy-saving initiatives. This study will help to reshape the hotel services in Bangladesh and give direction for more extensive research to identify the segmentation-based hotel service. 

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SUBMITTED: 08 June 2024
ACCEPTED: 27 June 2024
PUBLISHED: 29 June 2024
SUBMITTED to ACCEPTED: 19 days
DOI: https://doi.org/10.53623/jdmc.v4i1.454

Cite this article
Bhowmik, D. ., Hasan, S. ., & Nafi, S. M. (2024). Guest Insight Regarding Service Quality in Hotels: An Empirical Study from Bangladesh. Journal of Digital Marketing and Communication, 4(1), 46–61. https://doi.org/10.53623/jdmc.v4i1.454
Keywords
Tourism Hospitality Hotel Service quality Satisfaction Bangladesh
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