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