The Impact of Service Quality on Customer Satisfaction in a Dublin Hostel - Case Study

摘要: The tourism and hospitality industry are one of the most profitable in world has been responsible to generate approximately 180 thousands job positions produce around €5 billion a year revenue from home abroad, 3% GDP(CSO, 2012) Ireland. These industries have marked by competitive environment its scenario requires that companies provide high level service quality as differentiation between competitors with purpose satisfy customers. The this research is examine impact dimensions including, tangibility, reliability, responsiveness, assurance empathy, on customer satisfaction Dublin hostel. The based quantitative methods using online survey conduct hypothesis test among 324 guest hostel identify customers’ perceptions offered satisfaction. The finding state quality, tangibility influence these findings reinforces need for hostels’ managers place an emphasis especially assurance, also improve communication skills staff empathy customers. This developed specific Dublin, therefore, be used carefully attempting avoid generalizations into industry. This limitation considered further focusing expand whole industry. In end, aware various was significant predict satisfaction. Improving key factor satisfaction. This first systematic study analyse Ireland should model other players