Abstract:
The hotel industry plays a vital role in the economic and tourism development of Sri
Lanka, especially in emerging destinations like the Trincomalee District. This study
investigates the effect of service quality on customer satisfaction in selected 3-star
hotels within this region. With the increasing competition and evolving expectations of
modern travelers, service quality has become a key differentiator in customer decisionmaking
and loyalty.
This research adopted a quantitative approach using primary data collected through
structured questionnaires, and secondary data from academic articles and reports. The
SERVQUAL model, encompassing five dimensions-tangibility, reliability,
responsiveness, assurance, and empathy-was employed to evaluate service quality. A
sample was drawn from hotel guests in Trincomalee, and data analysis was conducted
using SPSS to assess relationships between service quality dimensions and customer
satisfaction.
The findings reveal that all five service quality dimensions significantly influence
customer satisfaction, with responsiveness, assurance, and empathy emerging as the
most impactful factors. The study further highlights the importance of tailoring service
standards to both local cultural expectations and international hospitality benchmarks
to enhance customer experiences.
The results suggest that hotels in Trincomalee should prioritize staff training,
personalized service, and infrastructural improvements to meet rising tourist
expectations. Furthermore, aligning service delivery with sustainable and responsible
tourism practices can enhance competitiveness and promote long-term customer
loyalty. This study provides valuable insights for hotel managers, policymakers, and
tourism stakeholders seeking to elevate service quality and build a sustainable
hospitality sector in Sri Lanka's Eastern province.
Keywords: Service Quality, Customer Satisfaction, Hotel Intlttstry, Hospitality
Management
