A Systematic Review On Impact Of Service Quality On Customer Satisfaction In Heritage Hotels

Abstract

This research is a systematic literature review which intends to find out the role of service quality in customer satisfaction in the context of heritage hotels. Although there are many service quality models including SERVQUAL, which is commonly used in various contemporary hospitality environments, their applicability in the context of heritage hotels has received little attention. Heritage hotels where the buildings provide a history of the culture with the added facilities of a modern hotel have unique problems in the assessment of service quality due to guests’ expectation of a historical appearance and feel. In this research, using a review of the current literature, the impact of service quality dimensions such as tangibility, reliability, responsiveness, assurance, and empathy on customer satisfaction in the context of heritage hotels is analyzed. Further, the review evaluates the overall influence of service quality on the customers’ loyalty and retention with a special reference to the cultural aspects and the concept of authenticity. The results offer critical implications for the operators of heritage hotels to identify the ways of maintaining the cultural significance of the property along with the quality of services that contributes to the overall satisfaction and repeat patronage of the guests.