THE IMPACT OF SERVICE QUALITY AND CUSTOMER SATISFACTION ON HOTEL MANAGEMENT EFFICIENCY: A SERVQUAL-BASED APPROACH

Authors

  • Teshaboyev Bahromjon 1 Автор

Abstract

This study examines the impact of service quality and customer satisfaction on the management efficiency of hotel enterprises through the SERVQUAL approach. Under conditions of economic transformation, hotel enterprises increasingly compete on service quality rather than price, yet the link between service quality and management efficiency remains insufficiently examined in the context of transition economies. The study applies the five-dimensional SERVQUAL model-tangibles, reliability, responsiveness, assurance, and empathy -to assess the gap between customer expectations and perceptions, and integrates service quality as a qualitative component into a broader hotel management efficiency assessment. The methodology was applied to hotel enterprises in the Andijan region of Uzbekistan. The results reveal measurable service-quality gaps, with the largest gap in the reliability dimension, and demonstrate that service quality functions as a non-financial determinant of management efficiency alongside financial indicators. The scientific novelty lies in integrating the SERVQUAL service-quality measure into an integral hotel management efficiency index, thereby linking customer satisfaction directly to managerial performance. 

 

Downloads

Published

2026-09-10

Issue

Vol. 2 No. 9 (2026)

Section

Статьи

License

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

By submitting a paper to the conference organized by Academic Publishing House, the author(s) agree to the following license terms and conditions:

1. Copyright and Licensing

  1. The author(s) retain the copyright of their article.
  2. The author(s) grant Academic Publishing House a non-exclusive license to publish, distribute, and archive the submitted material in both electronic and print formats.
  3. The work will be published under the Creative Commons Attribution (CC BY 4.0) license, allowing others to share and adapt the material for any purpose, provided proper credit is given to the original author(s).

2. Author’s Responsibilities

  1. The author(s) guarantee that the submitted work is original, does not infringe any existing copyrights, and has not been published or submitted elsewhere.
  2. The author(s) confirm that all co-authors have approved the final version of the manuscript and agree with its submission and publication.
  3. The author(s) are fully responsible for the accuracy of the data, citations, and references provided in the article.

3. Publisher’s Rights

  1. Academic Publishing House reserves the right to edit, format, and make minor grammatical or layout corrections to the paper without altering its core content.
  2. The publisher has the right to include the article in indexing databases, archives, and repositories such as Google Scholar, Zenodo, OpenAIRE, and other partner platforms.
  3. The publisher may promote the paper through its website and official social media channels.

4. Open Access Policy

All conference papers are published as open access, ensuring free and permanent online access to the full text of all articles immediately upon publication.

5. Withdrawal and Retraction

If ethical misconduct, plagiarism, or data manipulation is detected, Academic Publishing House reserves the right to withdraw or retract the publication at any stage.

6. Acceptance of Terms

Submission of a manuscript to the conference implies that the author(s) have read, understood, and accepted these License Terms.

How to Cite

Teshaboyev , B. (2026). THE IMPACT OF SERVICE QUALITY AND CUSTOMER SATISFACTION ON HOTEL MANAGEMENT EFFICIENCY: A SERVQUAL-BASED APPROACH . International Conference on Business & Management, 2(9), 28-32. https://uniconflix.com/index.php/ICBM/article/view/5860